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    Digital Project Manager - Gurugram, India - Wunderman Thompson Studios India

    Wunderman Thompson Studios India
    Wunderman Thompson Studios India Gurugram, India

    12 hours ago

    Default job background
    Technology / Internet
    Description

    What You'll do:

    • Business Analysis & advising on key Content 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 Wunderman Thompson Studios.

    What You'll Need:

    • 4+ Years of Experience in Client Servicing role.
    • Experience in Preparing and presenting performance reviews to the clients.
    • Efficiency in communication with the clients and internal teams on daily strategies, actions, roadblocks, project development, timelines, and results.
    • Efficiency in making data-driven decisions, analytical skills with strong attention to details.
    • Relationship building with the clients Work with leadership to explain and modify strategic plans.
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