Channel Manager

Job highlights

• handling customer grievances for superior solution center experience

Business Analysis advising on key Content Marketing channels and
initiatives.

Directly responsible for on-boarding new service offering in the Market and
providing trainings.

End to End Project Management.

Liaison between the client and the execution team.

Excellent communication and collaboration skills.

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 SLA, 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.