Service Delivery Planner

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.

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