Psl Centralized Helpdesk Supervisor

4 days ago

Chennai, India Ford Motor Company 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

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.

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