The Big Picture
DigiSay is a leading MPN (Multi-Platform Network) in the MENA region that has diversified its portfolio of services to be specialized in the media sector but aiming for those services to be scalable and technology-based. DigiSay’s objective is to become one of the biggest digital media companies in the EMEA region using technology and targeting the global market and making sure it’s a great place to work for.
About the Role
We are seeking a highly organized and detail-oriented Traffic Manager to join our team. The Traffic Manager will be responsible for efficiently assigning client tickets to the operations team, ensuring timely and accurate execution of client projects and tasks. The ideal candidate will thrive in a fast-paced environment, possess strong communication skills, and have the ability to prioritize and delegate effectively.
Responsibilities
Ticket Assignment:
- Receive and review incoming client tickets or requests for services.
- Prioritize tickets based on urgency, client needs, and operational capacity.
Workflow Management:
- Monitor the progress of assigned tickets and ensure timely resolution.
- Coordinate with team leads and project managers to allocate resources and prioritize tasks as needed.
- Identify bottlenecks or issues in workflow and implement solutions to optimize efficiency.
Communication and Coordination:
- Serve as the main point of contact between clients and the operations team regarding ticket assignments.
- Communicate ticket status updates, deadlines, and any changes in project scope to relevant stakeholders.
- Collaborate closely with team members to ensure clear understanding of ticket requirements and expectations.
Quality Assurance:
- Conduct periodic reviews of completed tasks to ensure quality standards are met.
- Provide feedback and guidance to team members to support continuous improvement and development.
- Address any issues or concerns raised by clients or team members regarding ticket assignments or project execution.
Documentation and Reporting:
- Maintain accurate records of all client tickets, assignments, and project status updates.
- Generate regular reports on ticket assignment metrics, workflow efficiency, and team performance.
- Analyze data and trends to identify opportunities for process improvement and optimization.
Requirements
- Bachelor's degree in Business Administration, Communications, or related field.
- 8+ years of experience in project management, operations coordination, or a similar role, preferably in the YouTube Content Management..
- Strong organizational and time management skills, with the ability to multitask and prioritize effectively in a dynamic environment.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and clients.
- Proficiency in project management software and tools, such as [mention relevant software].
- Attention to detail and a commitment to delivering high-quality results under tight deadlines.