German Language Expert

What will you do?

• Business Analysis & advising on key Omnichannel Marketing channels and initiatives.
• Directly responsible for onboarding new service offerings in the Market and providing training.
• 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 the high-end problem resolution team on performance bottlenecks.
• Conducting day-to-day analysis for operational metrics like SLA, CSAT, Utilization, and report generation at the 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 a 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 operations, and spearheading process improvement initiatives.
• Setting up targets, SOP & SLA, setting and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets.

What will you need?

• 3+ Years of working experience in the German Language.
• Knowledge of the digital ecosystem
• Efficiency in communication with the clients and internal teams on daily strategies, actions, roadblocks, project development, timelines, and results. ·
• Strong attention to detail. ·
• Experience in working with Global stakeholders.