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Private Jobs / Private Sector
Ford Motor Company Hiring for PSL Centralized Helpdesk Supervisor at Chennai, Tamil Nadu Full Time
Lead the development and implementation of PS&L Centralised Helpdesk for Distributors.
Provide input and support the development of the PS&L Centralised Helpdesk with Markets where synergies exist and business case supports.
Lead the roll out of PS&L Centralised Helpdesk function with Distributors and Market NSC which may include the integration / transfer of existing Market NSC resources.
Provide input and develop the distributor enquires handling processes – both internally and externally.
Establish Contact Ratio Targets to determine resources requirement and analyse data to improve efficiency and minimize cost.
Develop and align Service Level Agreement with key stakeholders.
Provide weekly, monthly, quarterly management report out and/or dashboard.
Recruit, train and develop a team of PS&L Centralised Helpdesk to perform the function aligned with SLA.
Coordinate with IT and HR to ensure the facility and tools are at good standard.
Provide analytical support to NSC and Distributors
Analysing the inbound enquiries to identify gaps and improvement opportunities.
Manage annual budget in line with Business Plan
Manage Purchase Order process and approval.
Ensure internal audit and external statutory requirement compliance
Education Qualification : Bachelor degree in Business, Marketing or
Provide input and support the development of the PS&L Centralised Helpdesk with Markets where synergies exist and business case supports.
Lead the roll out of PS&L Centralised Helpdesk function with Distributors and Market NSC which may include the integration / transfer of existing Market NSC resources.
Provide input and develop the distributor enquires handling processes – both internally and externally.
Establish Contact Ratio Targets to determine resources requirement and analyse data to improve efficiency and minimize cost.
Develop and align Service Level Agreement with key stakeholders.
Provide weekly, monthly, quarterly management report out and/or dashboard.
Recruit, train and develop a team of PS&L Centralised Helpdesk to perform the function aligned with SLA.
Coordinate with IT and HR to ensure the facility and tools are at good standard.
Provide analytical support to NSC and Distributors
Analysing the inbound enquiries to identify gaps and improvement opportunities.
Manage annual budget in line with Business Plan
Manage Purchase Order process and approval.
Ensure internal audit and external statutory requirement compliance
Education Qualification : Bachelor degree in Business, Marketing or
Communication. Master is preferred
No. of Years of Experience : 5-7 Years
Professional Exposure (Technical Skills) : Business acumen with operational experience in managing Helpdesk operation.
Preferred previous experiences :HelpDesk, Planning, Data Analysis, PS&L
Functional Skills : Strong analytical skills, PS&L knowledge
Behavioral Skills : Strong interpersonal, teamwork, motivational, Change Management and communications skills. Strong executional discipline and ability to self-manage. Strong Coaching/Mentoring and Conflict-Resolution Skills. Capable of and instigator of driving efficiency, standardization and process compliance
Special Knowledge/Skills Required : Knowledge of technology that support professional helpdesk management and ability to bring in latest technology for query management.
Any Others : Well established with proven track record Ford SG8 is preferred.