Business Analysis & advising on key Marketing campaigns and initiatives.
Suggesting suitable Target Audience and assisting in Content Development
Directly responsible for on-boarding new service offering in the Market and providing training. End to End Project Management.
Liaison between the field marketers and the execution team.
Managing area operations for rendering and achieving quality services; monitoring high end problem resolution team on performance bottlenecks
Conducting day to day analysis for operational metrics like SL, CSAT, Utilization and report generation at process level.
Providing value added solution services by program reviews; monitoring the post service activities like follow up with the clients, service reminders and handling customer grievances for superior solution center experience.
Managing queue handling and day-to-day analysis for maintaining SL; monitoring day to day resolution closures and case aging to ensure timely resolution.
Framing work direction & plan for associates after assessment of their capabilities
Preparing & presenting various weekly/monthly MIS reports pertaining to process/productivity
Implementing systems, migrating systems to upgraded versions to achieve efficiency in various operation, spearheading process improvement initiatives.
Setting up targets, SOP & SLA, setting and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets and involved in planning for the process.
What will you need
5+ Years of Experience in Client Servicing role.
Knowledge and experience of digital ecosystem
Efficiency in communication with the clients and internal teams on daily strategies, actions, roadblocks, project development, timelines, and results.
Efficiency in making data-driven decisions, analytical skills with strong attention to details.
Relationship building with the clients Work with leadership to explain and modify strategic plans.
