HUMAN RESOURCE MANAGEMENT

Faculty Guided report for CIE - 2

On

Job Description at Different Level of Positions in

Tech Mahindra

In fulfillment of the

Requirements for the award of Degree of

Master of Business Administration

Submitted by:

Vijay Panashala (19SOMBA21015)

Under the guidance of

Anjali Pala

School Of Management

School Of Management, RK University, Rajkot

 Index
No Particulars PG NO

1. Introduction of job analysis 2

2. What it’s all about 3

3. Tech Mahindra company introduction and 4

HRD

4. Selected job description and suggestion for 5

job description

5. Conclusion and learning 12

1|Page
 Introduction of Job Analysis
Job Analysis is a primary tool to collect job-related data. The process results in
collecting and recording two data sets including job description and job
specification. Any job vacancy can not be filled until and unless HR manager has
these two sets of data. It is necessary to define them accurately in order to fit the
right person at the right place and at the right time.

Job Description
The job description is a document that is prepared by the management of the
organization which states the specific duties and tasks that an employee is
supposed to handle in the organization. The document outlines an overview of the
responsibilities and functions of a specific task in a company.

Job Specification

Job specification is a statement of employee characteristics and qualifications

required for satisfactory performance of defined duties and tasks comprising a
specific job or function.

Job specification helps the human resource management or the recruiting body to
have in mind the kind of an employee they are looking to incorporate into the
organization.

Job Description and Job Specification includes following details:

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 What it’s all about
A comprehensive job description comprises the following areas.
 Title of the job.

 Where the role sits within the team, department and wider business.

 Who the role reports to, and other key interactions.

 Key areas of responsibility and the deliverables expected.

 Short, medium and long-term objectives.

 Scope for progression and promotion.

 Required education and training.

 Soft skills and personality traits necessary to excel.

 Location and travel requirements.

 Remuneration range and benefits available.

 Convey the organization’s culture and identity.

3|Page
 Tech Mahindra
Tech Mahindra Limited is an Indian multinational subsidiary of the Mahindra
Group, providing information technology (IT) services and business process
outsourcing (BPO) to companies in various vertical and horizontal markets. Anand
Mahindra is the Chairman of Tech Mahindra, which is headquartered at Pune and
has its registered office in Mumbai.

As of November 2019, Tech Mahindra is a US$4.9 billion company with over

131,522+ employees across 90 countries. The company was ranked 5 in India's IT
firms and overall 111 in Fortune India 500 list for 2012. On 25 June 2013, Tech
Mahindra announced the completion of a merger with Mahindra Satyam. Tech
Mahindra has 946 active clients as of November 2019.

HR Department at Tech Mahindra

Tech Mahindra have a separate department for Human Resource. Rajeev Narag is
the Human Resource Manager of Tech Mahindra.

HRD of Tech Mahindra advertise themselves on their website :

Freedom to Explore

"If that’s your idea of a rewarding career, congratulations! You have arrived. The
promise of giving you more opportunities of connecting, co-creating, and
celebrating at work than you can possibly imagine is just the first that we make to
you. We provide early leadership opportunities and learning avenues that connect
associates’ aspirations to achievements and have made celebrating a way of life at
Tech Mahindra by ensuring the seamless blending of life & work."

Tech Mahindra have always sought the best people for the job and given them
freedom & the opportunity to grow. They will continue to do so. They will support
innovation and well-reasoned risk-taking but will demand performance.

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Selected Job Profile

1. Technical Support Associate

2. Customer Service Advisor

3. International voice process(Customer support)

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 Technical Support Associate
Dear Candidate,

Join one of the top Company of the country and make way for a better future with learning
opportunities.

Responsibilities and Duties:

Provide technical Support to International clients over the call and email.
Establish good customer relationship.

Key Skills:

Excellent Verbal/Written Communication Skills

Good comprehensibility and understanding of what customer want.
Basics of Computer and knowledge of MS Office.

Experience Required:

Fresher and Experienced (1 – 3 years) can apply

Required Experience and Qualifications:

Any Graduate can apply ( Backlogs are not accepted)

Minimum 15 years of education is compulsory.

Shifts – Rotational and Night shifts

Benefits:
5 days working
Cab facility available

Job Location: Tech Mahindra, Site no 23, Phase 2, IT park Chandigarh

Job Type: Full-time

Salary: ₹250,000.00 to ₹360,000.00 /year

Experience:
 work: 1 year (Preferred)
 Technical Support: 1 year (Preferred)
 total work: 1 year (Preferred)
Education:
 Any Graduate

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Position Title
Department
Location
Position Type
Full-time/Part-Time
Full-Time Equivalent
Appointment Term
Pay
Title of Position Supervisor
Job Description Summary
Sources of Recruitments
Essential Duties &
Responsibilities
Required Education
Required Experience
Desirable Education
and/or Experience
Required Knowledge, Skills,
and/or Abilities (Minimum
Requirements)
Benefits
Shifts
Required Training
Suggested job description
For
Technical Support Associate
Technical Support Associate
INTERNATIONAL VOICE PROCESS
Tech Mahindra, Site no 23, Phase 2, IT park Chandigarh
customer relationship
Full-time
1.0 FTE, (40 h/w)
Continuing Appointment
₹2,50,000 - ₹3,60,000 a year
Customer relationship manager
We are hiring for INTERNATIONAL VOICE PROCESS!!!
*Candidate should be Willing to work in night shifts
*International BPO experience is preferred
Campus recruitment
Provide technical Support to International clients over the call and email.
Establish good customer relationship.
Any Graduate
work: 1 year (Preferred)
Technical Support: 1 year (Preferred)
total work: 1 year (Preferred)
Any Graduate can apply ( Backlogs are not accepted)
Minimum 15 years of education is compulsory.
Age should be between 18 to 35 years
Excellent Verbal/Written Communication Skills
Good comprehensibility and understanding of what customer want.
Basics of Computer and knowledge of MS Office.
5 days working
Cab facility available
Rotational and Night shifts
On the job training
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 Customer Service Advisor
Job Summary

Want to work with friendly environmen... Join US _TechMBS.

Responsibilities and Duties

 Details Cater to all Three UK customers using contract / pay monthly services
 The team provides end-to-end solutions for all customer related queries (Tech & Non-Tech)
 The team also contributes to the business initiatives through Cross-Sell (Upselling)
 The team is also involved in looking at methods to keep our customers with us by providing a
fresh outlook to the wide range of services we offer on pay monthly contracts
 Deliver strong results on Customer satisfaction targets (OSAT)

Key Skills
voice , chat, calling, webchat, bpo, kpo, sales, Technical Support, inbound, outbound, telecalling,
Telecom, Telecommunication, international voice, international bpo
Required Experience and Qualifications

 HSC /Graduates with minimum 6 months BPO experience in voice.

 SSC with minimum 1 year of international BPO experience in a voice process.
 Ex-Employees are always welcome, subject to eligibility.

Benefits

 On Job Training.
 Centralised pick up and Home drop.
 Any OT fairly compensated.

Job Type: Full-time

Salary: ₹250,000.00 to ₹400,000.00 /year

Location:

 Mumbai, Maharashtra (Required)

Job Duties:

 Answer incoming customer inquiries

 Collaborate with management teams to stay updated on new products, services, and policies
 Record customer information within our customer service database
 Engage with clients in a friendly and professional manner while actively listening to their
concerns
 Offer support and solutions to customers in accordance with the company's customer service
policies
 Other duties as requested

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 Suggested job description For Customer Service Advisor
Position Title
Department
Location
Position Type
Full-time/Part-Time
Full-Time Equivalent
Appointment Term
Pay Type
Title of Position Supervisor
Job Description Summary
Sources of Recruitments
Essential Duties &
Responsibilities
Required Education
Required Experience
Required Knowledge, Skills,
and/or Abilities
Benefits
Shifts
Required Training
Customer Service Advisors
INTERNATIONAL VOICE PROCESS
Mumbai, Maharashtra
International Voice and Chat process.
Full time
1.0 FTE (40 h/w)
Continuing appointment
₹2,50,000 - ₹4,00,000 a year
International voice department
Collaborate with management teams to stay updated on new products, services,
and policies
Offer support and solutions to customers in accordance with the company's
customer service policies
Online applications
Details Cater to all Three UK customers using contract / pay monthly services
The team provides end-to-end solutions for all customer related queries
The team also contributes to the business initiatives through Cross-Sell
The team is also involved in looking at methods to keep our customers
with us by providing a fresh outlook to the wide range of services
Deliver strong results on Customer satisfaction targets (OSAT)
Answer incoming customer inquiries
Record customer information within our customer service database
Engage with clients in a friendly and professional manner while actively
listening to their concerns
Other duties as requested
HSC /Graduates
customer service: 1 year (Preferred)
total work: 1 year (Preferred)
voice , chat, calling, webchat, bpo, kpo, sales, Technical Support, inbound,
outbound, telecalling, Telecom, Telecommunication, international voice,
international bpo
Health insurance
Provident fund (PF)
Paid leaves / Leave encashment
Company Cab / Shuttle service
Morning (Preferred)
Night (Preferred)
Evening (Preferred)
On the job training
9|Page
International voice process (Customer support)
Job Title: International voice process(Customer support)
Location: Pune
Experience: 0 to 5 Years of Experience
Skills: Convincing skill,Good Communication skill,Customer Retention
Job Description:

 Education: Graduation is not Mandate

 Fresher’s with excellent communication skills are eligible with graduation
 Key Skills: Minimum 4 months in any Customer Support process or outbound sales or up
selling process or cold calling or marketing or lead generation, B2B sales, B2C Sales,
voice process.
 Salary: 2.5 to 4 L/A + incentives
 Shift Timings: 24/7 Shift
 5 days working
 Immediate Joining
 Cab pick & drop

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 Suggested job description
For
International Voice Process (Customer support)
Position Title International voice process executive
International voice process
Department
Location Pune, Maharashtra

Position Type Customer Support

Full-time/Part-Time Full Time

1.0 FTE (40h/w)

Full-Time Equivalent
Appointment Term continuing appointment

Pay ₹2,50,000 - ₹4,00,000 a year

Title of Position Supervisor International voice manager

Here you have to work on Customer Support process or outbound sales or up

Job Description Summary selling process or cold calling or marketing or lead generation.
Sources of Recruitments Online application
Essential Duties & Customer Support process or outbound sales
Responsibilities selling process or cold calling
Marketing or lead generation
B2B sales, B2C Sales, voice process.
Required Education Graduation is not Mandate
Fresher’s with excellent communication skills are eligible with graduation
Required Experience 0 to 5 Years of Experience
Required Knowledge, Convincing skill,
Skills, and/or Abilities Good Communication skill,
(mimimum requirements) Customer Retention
Shift Timings: 24/7 Shift
Work Environment and/or
5 days working
Physical Demands
Immediate Joining
On the job training
Required Training

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 Conclusion & Learning
From this report I learned that when it comes to job description, flexibility is the
key. It may be wise to create more generic job descriptions that emphasize
expectations and accountabilities, rather than specific tasks, thereby encouraging
employees to focus on results rather than job duties. A more wide-ranging job
description is also easier to maintain--it doesn't require modification with every
minor change in duties.

Aside from any legal reasons to have job descriptions, practical reasons weigh
strongly in favor of having them. For example, job descriptions can be useful
communication tools to tell employees exactly what tasks you expect them to
perform. Job descriptions may also address quality or quantity of performance
standards, or even work rules that apply to a particular job. Without such clear
communications, employees may not perform to your expectations.

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