Job highlights

- . for superior solution center experience
- Business Analysis & advising on key Content Marketing channels and initiatives
- Suggesting suitable Target Audience and assisting in Content Development
- Directly responsible for on-boarding recent service offering in the

- Market and providing trainings
- End to End Project Management.
- Liaison between the client 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

📌 Account Manager (Gurugram)
🏢 Acme Services
📍 Gurugram