Project Manager

TechDigital Group; North Carolina; On-site; USD 90,000 - 120,000; Full time

Job summary

An established industry player is seeking an experienced Project Manager with PMP certification to ensure quality standards and enhance customer satisfaction. In this dynamic role, you will be responsible for managing service improvement proposals, resolving tickets, and providing L3 level support. Your contributions will significantly impact the team's performance and customer experience. If you are passionate about project management and thrive in a collaborative environment, this opportunity is perfect for you.

Qualifications

• Strong project management skills with PMP certification.
• Ability to ensure quality standards and regulatory compliance.

Responsibilities

• Adhere to quality standards and ensure positive customer experience.
• Independently resolve tickets and manage escalations effectively.
• To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
• To independently resolve tickets & ensure that the agreed SLA of ticket volume and time are met for the team.
• To provide support for on call escalations / L3 level support and doing incident & problem management.
• Work on value adding activities such as Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.

Skills

Project Management

PMP Certification

Job description

Project Management skill, PMP certified

1. To adhere to quality standards, regulatory requirements and company policies.
2. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.
3. To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
4. To independently resolve tickets & ensure that the agreed SLA of ticket volume and time are met for the team.
5. To provide support for on call escalations / L3 level support and doing incident & problem management.
6. Work on value adding activities such as Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.