Executive | VMO | WFM |amp| MIS

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