Date: 14-Sep-2021 Location: IN Company: Mahindra & Mahindra Limited
Call Centre – Ensure seamless MRC Operations and Review Daily / Weekly /Monthly numbers.Review Processes and suggest Changes from time to time to suit / meet the ever increasing customer demand, Optimize performance and be a cost leader.Support effectively to derive best outputs from Inbound and Breakdown assistance call centre operations.Drive Quality and Customer Experience through continuous improvements in Interaction Quality.Monitor Social Media Response – Efficiency and Quality and Review various aspects of Response Management Performance.Drive Quality Responses and First Time Resolution.Field Support – MIS on Various Concern Management related performances, DMS Improvement Support.Audits and Analytics – RCA Accuracy Audits, Concern Management Trends, Concern Trends, Social Media Trends.Interdepartmental Liasoning – Obtaining and Sharing feedback with Cross functions on CX (Brand / Sales / DMS / IT.Vendor Management – Liaise with vendors and derive best performance outputs
Automotive Industry
Bachelor of Engineering; Bachelor of Engineering in Mechanical; Bachelor of Engineering in Production
3-5 Years in Automobile Industry (CRM Profiles), Airlines, Hospitality
Strategic Business Orientation_Business Perspective
Strategic Business Orientation_Anticipating and Leveraging Business Opportunities
Strategic Business Orientation_Strategic Foresight
Strategic Business Orientation_Global mind-set
Leadership through Sustainability_Strategize around,Sustainability Drivers
Leadership through Sustainability_Frugal mind set
Leadership through Sustainability_Stakeholder focus
Leadership through Sustainability_Triple Bottom Line Sensitivity
Customer Focus_Customer Sensitivity
Customer Focus_Customer Delight
Customer Focus_Service Orientation
Innovation Led Transformation _Idea Orientation
Innovation Led Transformation _Change catalyst
Innovation Led Transformation _Risk Taking with Responsibility
Result Orientation with Execution Excellence_Effective Project Management
Result Orientation with Execution Excellence_Passion for Quality
Result Orientation with Execution Excellence_Accountability for results
Result Orientation with Execution Excellence_Agility with discipline
Leveraging Human Capital_Exponential synergy
Leveraging Human Capital_Team development
Leveraging Human Capital_Entrepreneurial engagement
Leveraging Human Capital_Appreciating diversity
Weaving Passion and Energy at Work_Being Passionate about work
Weaving Passion and Energy at Work_Working without Barriers
Weaving Passion and Energy at Work_Blending Fun with work
Weaving Passion and Energy at Work_Learning from Failures
Communication Skills
Consumer Focus
Designing Customer Experience
Financial Management
Manpower Management
Project Management
Relationship Management
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