Team Leader
Hyderabad, Telangana, India
3d ago

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

  • Customer Service
  • Online / Digital Marketing
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