Executive - VMO - WFM & MIS
Published date: 2024/01/10
- Location: Pune, Maharashtra, India
Position Summary
WFM & MIS Roles supports TML business to optimize the productivity, service quality and expenses of Contact Center Operations, SMS Operations and others if any. Supports business to improve customer experience and business benefits through timely MIS, Data Analysis, SLA monitoring, regular vendor governance, timely handling of escalation & provide resolution to respective stakeholders, Supports in Vendor contract/Legal compliance/document management. Oversees vendor performance on regular basis to bring in long term result. This role objective is to maximize vendor performance and support business by reducing the cost, improve quality of deliverables which further improve and maintain the C-SAT (Customer Satisfaction) & I-SAT (Investor's Satisfaction).
Education
Work Experience
Functional Knowledge of S&OP process (Must Have):
Hands on Experience in globally accepted Work Force Management (WFM) Processes and standard practices to manage Contact Center/Shared Service Center/BPO/KPO.
- Hands on experience in Vendor Management Office for Service Vendors
- Hands on experience in MIS & Analytics is must.
- BPO/KPO/SSC Experience is must
- Knowledge of Finance and Accounting especially Accounts Payable, Purchase order creation and invoice processing, account reconciliation would be added advantage
Technical Skill required:
Excellent knowledge and hands on experience in MS Office (Excel, Word, PowerPoint, outlook)
- Knowledge and hands on experience of VBA and Bulk SMS platform/application - Preferred
- Knowledge and Experience on Power BI -preferred
Educational Qualification: Graduate in any discipline, Qualification related to Data Analytics would be added advantage
Language Proficiency: Good Verbal and written communication in English.
Experience Required: 1 - 4 years of relevant experience
Tata Motors Leadership Competencies
Customer Centricity - Anticipating, understanding and focusing efforts on meeting the customer (stakeholders) needs or expectations
Developing Self and Others - Recognizing continuous development is essential for success and taking steps to develop self and helping others to excel
Driving Execution - Translating strategy into action and execution
Leading by Example - Encouraging and following ethical standards
Leading Change - Recognizing the need for change, initiating and adapting to change
Motivating Self and Others - Inspiring teams and individuals
Functional Competencies
Job Responsibilities
WFM & MIS Roles supports TML business to optimize the productivity, service quality and expenses of Contact Center Operations, SMS Operations and others if any. Supports business to improve customer experience and business benefits through timely MIS, Data Analysis, SLA monitoring, regular vendor governance, timely handling of escalation & provide resolution to respective stakeholders, Supports in Vendor contract/Legal compliance/document management. Oversees vendor performance on regular basis to bring in long term result. This role objective is to maximize vendor performance and support business by reducing the cost, improve quality of deliverables which further improve and maintain the C-SAT (Customer Satisfaction) & I-SAT (Investor's Satisfaction).
Education
Work Experience
Functional Knowledge of S&OP process (Must Have):
Hands on Experience in globally accepted Work Force Management (WFM) Processes and standard practices to manage Contact Center/Shared Service Center/BPO/KPO.
- Hands on experience in Vendor Management Office for Service Vendors
- Hands on experience in MIS & Analytics is must.
- BPO/KPO/SSC Experience is must
- Knowledge of Finance and Accounting especially Accounts Payable, Purchase order creation and invoice processing, account reconciliation would be added advantage
Technical Skill required:
Excellent knowledge and hands on experience in MS Office (Excel, Word, PowerPoint, outlook)
- Knowledge and hands on experience of VBA and Bulk SMS platform/application - Preferred
- Knowledge and Experience on Power BI -preferred
Educational Qualification: Graduate in any discipline, Qualification related to Data Analytics would be added advantage
Language Proficiency: Good Verbal and written communication in English.
Experience Required: 1 - 4 years of relevant experience
Tata Motors Leadership Competencies
Customer Centricity - Anticipating, understanding and focusing efforts on meeting the customer (stakeholders) needs or expectations
Developing Self and Others - Recognizing continuous development is essential for success and taking steps to develop self and helping others to excel
Driving Execution - Translating strategy into action and execution
Leading by Example - Encouraging and following ethical standards
Leading Change - Recognizing the need for change, initiating and adapting to change
Motivating Self and Others - Inspiring teams and individuals
Functional Competencies
Job Responsibilities
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