Analyst

1 week ago

Gurgaon, Haryana, India Wipro Full time
Between 0-2 years of experience Candidate with an experience in any of below vertical:
  • 1)
Customer Service- (ITES/Aviation/Hospitality) 2) HR Helpdesk or Employee services, 3) Email/Chat/voice based support Preferred:

  • HR Domain Proficiency in Google Suite (preferred) and/or MS Office, including Word and Excel Customer Orientation, Centricity and Communication
  • Exceptional customer service focus, including attention to detail and producing quality results
  • Strong communication with superior verbal and written skills. Experience in wiriting Emails & Chat is preferred
  • Ability to comprehend complex and variable Customer Queries
  • Ability to summarize the situation and be able to articulate the response on the Query received
  • Takes end-to-end Ownership and accountability of Customer Issues for resolution
  • Ability to gauge the Customer's sentiments & emotions Problem Solving and Decision making - Attention to detail - Ability to unpack customer issue - Layer by layer - Ability to navigate through unknown and look for solution - Understand the root cause of the issue and ability to assess downstream impact to other processes - Not hesitating to seek help, probing and going the extra mile to solve Googler issue - Ability to do diagnostic work and process information logically - Ability to make informed decisions (beyond structured setup ) in a timely manner with an understanding of the decision outcome e.g- seeking support and additional information from other stakeholders and communicating the solution to requestors back Aptitude & Logical Reasoning
  • Ability to intrepret Customer's situation and connect the dots to the available resources & solution
  • Requires good analytical skills in order to validate complex & dynamic queries
  • Ability to prioritize & organize tasks Ownership & accountability - Ability to take end-to-end ownership of a task and see it through completion - Manage multiple handoffs and information flow from diverse sources - Demonstrate accurate application of logical and analytical reasoning towards performing while data processing Roles & Responsibilities: FLEXIBLE WORK APPROVALS - Address Flexible work approval requests and validating based on predefined guidelines and protocols - Provide support based on available resources and triage requests to respective POC for approvals (as per process requirements) - Provide final confirmation on request post successful validation - Prepare Flexible work specific documentations, review for accuracy managing document ratification - Manage system specific data changes due to Flexibel work approvals ensuring zero impact to payroll - Coordination with multiple stakeholders to manage escalations, sensitive inquiries, exception requests LEAVE INFORMATION APPROVALS - Receive Leave request approvals and validate against pre-defined guidelines - Check for leave information mapped in system and validate for regional compliance and business rules - Approvals and confirmation of request post validation - Interpretation of request and supporting requestor with available resources and guidance (as the case may be) What we do ;
  • Understand the context on query, determine the exact ask from requestor, research or troubleshoot the request and draft response as per defined guidelines
  • Monitor and own the assigned cases/ tickets and ensure successful processing of the same adhering to the defined SLAs and case priority
  • Receive, review, and process all relevant documentation attached in the queries pertaining to leave of absences, employee status changes etc.
  • Participate and manage transactional activities pertaining to query resolution & follow-ups on information from required stakeholders
  • Performing self checks on processed cases before responding to requestors to ensure response / actions are as per agreed standards
  • Perform concentrated data entry related to specific data quality initiatives such as updating or correcting employee information on internal tools and applications
  • Enable to build & maintain SOP's by ensuring new learnings / scenarios are duly highlighted to the Process SMEs/ Leads to help knowledge capture
  • Identify improvement opportunities to strengthen/ streamline existing processes following a continuous improvement culture How we do :
  • Ensure Standard Operating Procedures (SOP's) guidelines are followed accurately during query resolution
  • Ensure policy guidelines are accurately interpreted to Employee's query and responded / actioned
  • Adherence to customer experience guidelines while responding to tickets
  • Follow FIFO principles while processing tickets Qualifications: Graduate (Tech/ Non Technical background) * Technical profile (e.g BE/B.Tech) considered with operational background HRO

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