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Mahindra & Mahindra Limited.
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Deputy Manager Customer Care

Deputy Manager Customer Care

Mahindra & Mahindra Limited.

10 - 15 years

30 - 35 Lacs

kolkata

Posted:1 day ago| Platform:

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Skills Required

training mis reporting team management costing infrastructure management gap analysis budget management continuous improvement key account management deputy manager customer care

Work Mode

Work from Office

Job Type

Full Time

Job Description

Responsibilities & Key Deliverables

Capability building of Field sales and dealer sales employees across M and HCV and LCV business
Develop the process for technical competency gap analysis both for the Customer care team and the Dealer team plan trainings at the STC and the Regional training centers on a quarterly basis
Develop and manage the team of trainers with development of Training rigs, tools and other equipment on need basis in line with the budget plan
Develop a long term and short term plan for addressing the skill gaps and plan the calendar for the year accordingly
Develop skill matrix based on gap analysis and tracking for ensuring skill upgradation also do ensure that every course is followed by both pretest and post test feedbacks to improve the quality of training and the skills of the field team
Develop the technical trainings based on the need in coordination with PST and PDT
Responsible for building and maintaining training infrastructure with clear focus on Budget planning
Develop and maintain the Mobile service training vehicles and manage the routes by identifying the skill enhancement requirements both at the Dealership and the ASCs
Develop a plan for both Customer trainings for MKA and the Driver trainings for both MKA and retail across all the products and deliver
Develop the training for both the call center team and the IMAXX team and ensure that the same is delivered quarterly
Budget management for the complete Customer Care team
MIS development and monthly reporting of the same which should be inclusive of all the regional training centers

Preferred Industries

Sales

Automobile

Education Qualification

Diploma in Engineering; Bachelor of Engineering; Bachelor of Engineering in Mechanical; Bachelor of Engineering in Automobile; Diploma in Engineering in Mechanical; Diploma in Engineering in Automobile

General Experience

10 - 15 Years

Critical Experience

System Generated Core Skills

Coaching

Communication Skills

Capability Building

Gap Analysis

Training Design

Strategic Management

Risk Analysis

Skill Matrix

Training Delivery

Safety Management

Auditing

Team Management

Training & Development

Infrastructure Management

Budgeting & Costing

Warranty Management

Continuous Improvement

Skill Development

Key Account Management

Budget Management

MIS Reporting

Reporting

System Generated Secondary Skills

Creative Thinking

Presentation Skills

Product Knowledge & Application

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