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Qualification:
- Bachelor's degree in a relevant field (e.g., business administration, project management).
- Minimum of 2-3 years of experience in project management.
- Excellent verbal and written communication skills
- Exceptional research and reporting skills
- Proficiency in Excel and PowerPoint and other and Microsoft Office applications.
- Prior experience as a project analyst in a related field is an added advantage.
- Strong understanding in data analysis and problem-solving abilities
- Able to sit in front of a computer for long hours at a time.
Responsibilities of “Sr. PMO Analyst - Project & Support”
- 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 projects life cycle
- Understand customers capability of handling products by conducting meetings with decision making stakeholders at customers end.
- Capture customers’ acceptance of SLA by monitoring support interactions and half yearly surveys and Quarterly meetings
- Measure efficiency in resolving technical issues, time taken to address technical inquiries, frequency of complex cases escalated, first call resolution ratio, etc.,
- Generating trend analysis for support SLA, ATR, etc, to increase CSAT and customer retention.
- Preparing and sharing reports related to project Portfolio
- Preparing and sharing reports related to Payment milestones of Project and Support Revenue
- Tracking and sharing reports sent by Project and Support teams to customers related to weekly progress and SLA achievements.
- Add / Update inter and intra departmental process to improve CSAT
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