Team Manager - Digital MarketingQualification:Graduate (exclusion:BE/BTech/MCA) or High School graduate or above as may be applicable in the GeoResponsibility: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.Must Have Skills Speaking EnglishGood To Have Skills After Sales & Service (Tech)Employee Status : Full Time EmployeeShift : Day JobTravel : NoJob Posting : May 01 2024
