Job Summary:
The Web Operations Team Leader is responsible for delivering an exceptional customer experience from online order placement to parcel delivery and after-care support. This includes overseeing the team's performance, managing the customer order fulfillment roadmap, and ensuring timely resolution of site functionality errors or order fulfillment system issues.
Key Responsibilities:
* Manage online order processing, ensuring all orders are processed by the team within Service Level Agreement (SLA) targets.
* Owning the customer order fulfillment roadmap, including training material, returns and exchanges, customer refunds, order tracking, parcels lost in transit, and account reconciliation.
* Lead the team to deliver outstanding customer service, prioritizing customer needs at all times.
* Contribute to the supervision and development of the Web Ops department, supporting the eCommerce Manager in managing the performance of the team.
* Collaborate with eCommerce, Commercial, Marketing, Logistics & Fraud Teams to ensure a deep understanding of product mix, new product launches, end-of-line products, and special offers.
* Work closely with 3rd party agencies, such as web platform providers, to ensure any site functionality errors or order fulfillment system errors are reported and resolved rapidly.
* Manage operation reports, sharing insights with stakeholders, driving change, and identifying areas for improvement and opportunities.
Requirements:
* Experience within a contact centre environment.
* Leadership skills, with proven experience in managing a team.
* Background in retail operations.
* Results-driven problem-solving skills.
* Excellent verbal and written communication skills.
* Proven coaching skills - lead by example and be focused with a positive attitude.
* Effective decision-making skills.
* Advanced influencing skills across a wide range of levels.
* Advanced Microsoft Excel skills.
* High resilience and resourcefulness, with the ability to adapt swiftly in a fast-moving environment.