Role & responsibilities

- Business Analysis & advising on key Omnichannel Marketing channels and initiatives.

- Directly responsible for on-boarding current 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

📌 Project Manager (Mumbai)
🏢 WPP ES
📍 Mumbai