Process Lead

1 month ago

gurugram, India HyreFox Consultants Full time

Min.1 year of Audit experience

Any Graduate/Post Graduate

Designation: Process Lead

Relevant Experience:

1) Customer Service- (Tier 1)

2) Consulting

3) ITES/Aviation/Hospitality

4) Client Management/End Client interaction

5) HRO domain Experience

6) People Manager with Experience in resolving people/employee-related issues

Mandatory Experience :

Candidate with a minimum of 1-year experience in QA/QC or Auditing/Transaction Monitoring in anyone following vertical

1) HR Domain (Applicable for HR domain mapped W/s

2) Non-HR domain(any of the above)

3) Data Analysis, Interpretation, Trend analysis and sharing Insights for Reporting and Insights- Data Management W/s

Education Qualification:

-MBA HR/Bachelors/Post Graduate/ MBA/Tech/Non-Tech

Experience Range:

3-5.5 years of experience

Customer Orientation & Centricity

- Exceptional customer service focus, including attention to detail and producing quality results

- Ability to comprehend complex and variable Customer Queries.

- Ability to summarize the situation and be able to articulate the response to 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 issues - Layer by layer

- Ability to navigate through the unknown and look for a 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 the 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

Aptitude & Logical Reasoning

- Ability to interpret 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

Communication

Reading & Comprehension skill

- Strong ability to interpret and make sense of directly stated needs and identify hidden/unstated needs that were not literally given

- Excellent command of a broad range of vocabulary, allowing themselves to express themselves clearly and appropriately

- Consistently maintain a high level of grammatical accuracy

- Ability to consistently maintain a service tone in articulating sentences

Listening & Spoken Language Skill

- Strong ability to actively listen, interpret user's stated and unstated needs and establish a positive rapport and personal credibility

- Ability to understand a wide range of domain-related contexts through a well-maintained conversations demonstrating a clear intent to offer a solution

- Ability to express themselves clearly and appropriately

- Strong customer-centric, professional, and service-oriented tone during a telephonic conversation

Other Details

Keywords : . Industry : IT - Software Employement Type : PERMANENT

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