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Date:  17 Nov 2023

Mumbai A.O

Company:  Mahindra & Mahindra Ltd

Responsibilities & Key Deliverables

Lead Management: Oversee the day-to-day lead management operations within the call center, ensuring efficient handling of leads.

Conversion Monitoring: Keep a close track of the lead conversion process, identify bottlenecks, and implement solutions to improve conversion rates.

Call Quality Assurance: Implement call quality checks to maintain high service standards and customer satisfaction.

Resource Utilization: Optimize resource allocation within the call center to enhance productivity and efficiency.

Lead Generation Initiatives: Drive initiatives to generate higher-quality leads by motivating call center executives, redefining processes, and providing ongoing training.

Language Proficiency: Be proficient in Marathi, Hindi, and English, enabling effective communication with customers and team members.

➢ Industry Knowledge: Possess a deep understanding of farming cycles, farmer buying psychology, and patterns to better align the call center with the business.

➢ Proactive Approach: Be proactive, self-motivated, and eager to initiate new concepts and approaches regularly to improve operations and customer satisfaction.


Industry Preferred


Proven experience in call centre management or a similar role.

Strong communication skills in Marathi, Hindi, and English.

Proficiency in reporting modules, MIS, and data analysis.

Excellent knowledge of farming cycles and farmer buying behaviour.

Strong leadership and team management skills.

Ability to adapt to a dynamic and fast-paced environment.

Excellent problem-solving and decision-making abilities.

General Requirements

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