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Sr. Pmo Analyst

2 months ago

Raipur Ahmedabad, India Panamax Infotech Full time

About Panamax:Panamax Inc., the technology arm of Bankai Group, is a global leader in developing FinTech and telecommunication technologies for telecom operators, carriers, MNOs, and MVNOs. Headquartered in New York, it was established in the year 2001. The company has worked with some highly reputed clients over the years and has gained invaluable insights that have helped us optimize our telecom and technology turnkey solutions. Our solutions and services are specifically designed to ensure a seamless integration with the existing ecosystems of our potential clients.Experience: 3-5 years Responsibilities; Assisting project managers in, tracking progress, and ensuring adherence to timelines and budgets.Collecting and creating trend analysis for project data like, efforts planned vs burnt, delivery timelines, etc. for decision-making.Customer sentiment to be understood, via quarterly surveys during the projects life cycleUnderstand customer's capability of handling products by conducting meetings with decision-making stakeholders at the customers' end.Capture customers’ acceptance of SLA by monitoring support interactions and half half-yearly surveys and Quarterly meetingsMeasure efficiency in resolving technical issues, time taken to address technical inquiries, frequency of complex cases escalated, first call resolution ratio, etc.,Generating trend analysis to support SLA, ATR, etc. to increase CSAT and customer retention.Preparing and sharing reports related to Project PortfolioPreparing and sharing reports related to Payment milestones of Projects and Support RevenueTracking and sharing reports sent by Project and Support teams to customers related to weekly progress and SLA achievements.Add / Update inter and intra-departmental processes to improve CSAT