Analyst
CurrentResponsible for overseeing the day-to-day operations of the team, distributing the workload evenly amongst staff and making sure motivation and performance levels are maintained. Duties:• Allocating tasks and workloads to individual staff members based on their ability. • Implementing new initiatives and making sure all staffs understand them to reach the targets on the stipulated SLAs with the required quality and standard. • Giving prompt and accurate information / update to the individual staff member and the team such as stock report, finance report, updates on product behaviors and system steps from segments and marketing teams, whenever it is needed to ensure they are up to date to deliver a good performance on the individual level and as a team.• Managing the work load with the available resources in a very organized way during the scarcity of resources on the event of sick and annual leaves.• Establishing the team and individual staff targets as a reflection of the company's objectives.• Providing accurate information and updates to senior managers on key issues and other information whenever it is needed.• Handling escalations on time to ensure the better customer experience and acting upon it by coordinating within the team and with other teams such as IT/Billing/Logistics/Sales Channel partners and partner resources etc.,• Handling the escalations on wide range of complaints/issues such as discrepancies on fulfilling customer services, SLAs, technical errors, delays etc., by coordinating with respective teams to resolve them within the stipulated SLA.
