Officer/Sr. Officer, Operations

• 2 to 3 years
• The applicants should have experience in the following business area(s): Manufacturing (Light Engineering and Heavy Industry), Electronic Equipment/Home Appliances, Lamps, Group of Companies

• Bachelor/Honors

• 2 to 3 years
• The applicants should have experience in the following business area(s): Manufacturing (Light Engineering and Heavy Industry), Electronic Equipment/Home Appliances, Lamps, Group of Companies

Technical Skills:

• Hands-on proficiency with Social Media Management tools, Live Chat software, and CRM platforms.

• Proficiency in Microsoft Excel / Google Sheets dashboard management, data tracking, and reporting.

• Basic understanding of e-commerce order management systems (OMS) and payment gateway flows (EMI, digital payments).

Key Competencies:

• Strong leadership and team management capabilities.

• Excellent verbal and written communication skills.

• Problem-solving mindset with strong cross-functional coordination ability.

• Flexible to support the team in the weekend, over the phone.

1. Social Media & Live Chat Query Management

• Lead and oversee real-time query management across all social media channels (Facebook, Instagram, WhatsApp, LinkedIn, etc.) and website live chat.

• Ensure accurate, timely, and brand-consistent responses to all customer inquiries, comments, and direct messages.

• Manage customer queries for Transcom Electronics (TEL) branded shops across partner portals and e-marketplaces.

2. Roster & Shifts Management (7 Days Support)

• Plan, schedule, and manage team rosters to ensure continuous coverage from 9:00 AM to 9:00 PM, 7 days a week.

• Monitor agent availability, adherence to shift timing, and real-time workload balancing to prevent dropped inquiries or delayed response times.

3. Team Leadership, Target Distribution & Performance

• Lead, mentor, and supervise the telecalling and social media support agents.

• Cascade and distribute daily, weekly, and monthly sales targets among teams

• Brief team on active promotional campaigns, product launches, consumer offers.

4. Web Order Verification & Order Routing

• Perform timely verification for website orders

• Track order fulfillment progress to ensure prompt processing and minimal dispatch delays.

5. Cross-Functional Coordination & SLA Maintenance

• Liaise with internal stakeholder departments including Category, Logistics/Delivery, Web Operations, Finance (EMI/Payment Gateways/COD), to resolve order or customer query dependencies.

• Daily collection/ payment tracking and settlement with Finance

• Ensure strict adherence to Service Level Agreements (SLAs) across query turnaround times, order confirmations, and issue resolutions.

6. Quality Control (QC) & Training

• Conduct regular Quality Control (QC) audits comparing customer queries against agent answers and call recordings.

• Identify knowledge gaps, tone inconsistencies, or inaccurate product information and conduct retraining to uphold high service standards.

7. Escalation & Complaint Management

• Capture, log, and prioritize customer escalations and complex complaints.

• Coordinate cross-functionally to drive end-to-end resolution and ensure timely follow-ups with affected customers.

8. Reporting, Analytics & Voice of Customer (VOC)

• Track leads, daily sales performance, and individual agent conversions using Google Sheets dashboards and internal tracking tools.

• Generate and share periodic reports on the Voice of the Customer (VOC), trending customer demands, campaign performance, and operational bottlenecks to set actionable future strategies.

Key Performance Indicators (KPIs)

• SLA & Response Time: First Response Time (FRT) and Average Handle Time (AHT) across social channels and live chat.

• Target Achievement: Monthly revenue and lead conversion targets generated via telecalls and social commerce.

• Order Processing Efficiency: Turnaround time for web order verification and assignment to outlets/ETD.

• Quality Score: High audit score in QC checks for query resolutions and call quality.

• Customer Satisfaction (CSAT): Resolution rate and CSAT scores across escalated complaints.