BE/BTech/MCA) or High School graduate or above as may be applicable in the Geo
Speaking English
Online/Digital Marketing
Job Description & Responsibilities:-
Stakeholder/Business Management:
Update trackers, Create/Update tickets, update required applications & tools and keep PM informed of new issues.
Respond through email and chat.
Provide updates and submit reports related to own area of work.
Interface with the management both in terms of cascading messages from senior management and putting into practice strategy or modifications required for the process based on decisions taken.
Identify & suggest Business improvement opportunities.
Identify & drive opportunities to enhance service delivery & Customer experience.
Identify cost optimization opportunities.
Drive business excellence to add value to client.
Customer Relationship Management:
Provide information, educate customer, troubleshoot, probe and fix issues.
People/Team:
Contribute to and participate proactively in knowledge sharing sessions.
Participate and contribute to organizational activities.
Provide work direction and guidance to team members.
Establish systems and procedures in the team.
Groom self and team to support vertical growth.
Allocate work and tasks to the team.
Report to the manager on performance, status and any escalations.
Facilitate and participate proactively in knowledge sharing sessions.
Conduct team building activities to enhance motivation.
Conduct performance appraisals for team members– provide input into the learning and career plans for team members.
Identify training needs of team members and provide coaching support to them.
Conduct process training or refresher training if required.
Review VOC scores, provides feedback and recommend refresher training whenever necessary.
Resignations / Absconder communication to Operations Manager.
Maintain EWS (Early warning system) for the team for tracking and proactively addressing people issues.
Manage attrition and absenteeism.
Support recruitment efforts for the team.
Conduct knowledge transfer sessions for new joiners in the team.
