Service Delivery Planner @ Ogilvy

Anunt valabil pana la data de 2021-09-24
Companie: Ogilvy&Mather
Specializare: Project Manager, Marketing
Tip job: Full Time
Nivel: Middle

Qualification Required:
College Graduate / Post Graduate – B.Tech / BCA / MCA/ MBA (marketing) Preferred

Roles and Responsibilities:

  • Business Analysis & advising on key Marketing campaigns and initiatives
  • Suggesting suitable Target Audience and assisting in Content Development
  • Directly responsible for on-boarding new service offering in the Market and providing trainings
  • End to End Project Management
  • 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.


Must Have Skills

  • Proficiency in MS Office Suite and Internet Applications
  • Previous experience with Visio
  • Business Analysis


Good to Have Skills

  • Previous experience with: Digital Marketing, Marketing Automation, Customer Journey Mapping
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