Project Manager

Role & responsibilities

• Business Analysis & advising on key Omnichannel 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.
• Setting up targets, SOP & SLA, setting and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets and involved in planning for the process Hogarth Studios