Associate Product manager- Voice AI

Birla Carbon; Thane; On-site; INR 500,000 - 800,000; Full time

Job summary

Birla Carbon is looking for a professional to manage L1 support queries and provide timely closure of all digital asset queries. The role involves creating and publishing dashboards and reports, monitoring usage, and ensuring proactive engagement with end users. The ideal candidate should be well-versed in MS Excel, including functionalities like Pivot, Vlookup, and Macros. The position is based in Thane, Maharashtra, India.

Qualifications

• Experience in managing L1 support queries and coordination with teams.
• Ability to create and publish dashboards and MI reports.

Responsibilities

• Manage queries of L1 with the help of L1 engineers.
• Closure of digital asset queries from L1 & L2.
• Create adoption data for all digital tools.

Skills

MS Excel (Pivot, Vlookup, Macros)

Job description

Designation:

Location: India Maharashtra BSLAMC, Gcorp Tech Park Thane

Job Description:

Job Purpose

The role is responsible for working closely with the AVP Digital to: A. Manage all queries of L1 with the help of L1 engineers B. Timely closure of all digital asset queries from L1 & L2 C. Help for creating & publishing dashboards on system and usage patterns as per defined timelines for L1 queries D. Help for creating Adoption data for all digital tools. E. Person should be well versed with MS Excel including functionalities like Pivot, Vlookup, Macros etc

Job Context / Job Challenges

Key Challenges for the role – Managing L1 team for timely closure of tickets Liaise with Central MIS team to get usage report of various digital tools

Key Result Areas

KRA (Accountabilities) (Max 1325 Characters)

Supporting Actions (Max 1325 Characters)

KRA1 L1 Support 1. Ensure ticket to be raised for each & every issue 2. Proper allocation of L1 engineers for HDFC & Non HDFC channels 3. Ensure all calls to be answered by L1 (Helpdesk Team) 4. Timely closure of all tickets with the help of L1 & L2

KRA2 Create dashboards and MIS reports 1. Ensure that accurate dashboards are prepared to track the usage of processes by coordinating with various stakeholders 2. To assist in creating other MIS reports within the given timelines 3. Provide report to end user for adoption rate of digital tools

KRA3 Monitor usage and continuously help on achieving usage goals 1. Engage with end users proactively basis analytics of usage & take corrective action including escalation matrix to channel leadership. 2. Assist in preparing presentations for the Steercom on the progress and set up meetings for interventions/support that may be required from them from time to time.