Team Manager - Digital Marketing
Qualification:
Graduate (exclusion:
BE/BTech/MCA) or High School graduate or above as may be applicable in the Geo
Responsibility:
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 English
- Customer Service
Good To Have Skills
- After Sales & Service (Tech)
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