Global Services Leader

About Us :

As a leading provider of integrated human capital management solutions, we empower businesses to focus on growth and management. With over 50 years of industry expertise, our innovative software-as-a-service technology and mobility platform combine to deliver tailored services.

• Founded in 1971 and has over 50 years of Industry expertise.
• We specialize in human capital management solutions for HR, payroll, retirement plans, employee benefits, business insurance.
• Leader in the U.S. market and largest HR company for small to medium-sized businesses.
• We serve 710,000+ clients with more than 100 locations in U.S. and Europe.
• We pay 12 million workers - one out of every 12 American private sector employees.

What We Are Looking For :

• At least 7 years of experience in BPO Operations Team handling, customer service, people management)
• Strong people management experience
• More than 3 Years of team handling experience
• Strong verbal communication and listening skills.
• Demonstrates analytical skills.
• Demonstrates problem solving skills.
• Effective interpersonal skills.
• Demonstrates written communication skills.
• Promotes information sharing.
• Excellent collaboration and team building skills.
• Ability to lead/manage others.
• Graduate

Job Description :

• Conflict Resolution - Finds solutions to disputes and disagreements between individuals or groups. It involves active listening, empathy, and effective communication to understand the needs and concerns of each party involved in the conflict.
• Delegation - Assign tasks or responsibilities to others while still maintaining accountability for the overall outcome. Effective delegation requires clear communication, trust in the capabilities of others, and the ability to provide guidance and support as needed.
• Process Improvement - Driving improvements through data insights, implementing automation where possible, and ensuring compliance with industry standards.
• Operational Efficiency - Ability to optimize business processes and procedures to reduce costs, increase productivity, and improve product or service quality. It requires specialized skills such as process mapping, data analysis, and project management to identify areas for improvement and implement effective solutions.
• Stakeholder Management - Collaborating with internal stakeholders to resolve issues and ensure smooth project delivery.
• Workforce Management Coordination - Coordinating with the WFM team on attendance, leave, unplanned shrinkage, forecasting, and staffing requirements.
• Coaching/Mentoring - Guides, supports, and motivates individuals or teams to achieve their goals and objectives. Helps individuals develop their skills and abilities to achieve their desired outcomes. Support new hires and facilitate ongoing development of team skills.
• Team Engagement - Organizing team engagement activities to promote a positive work environment.
• Problem Solving - Ability to break down simple problems, identify potential solutions, and take action to resolve the issue. This skill involves critical thinking, creativity, and the ability to work well under pressure.
• Performance Metrics & Interpretation- Ability to interpret data and communicate findings effectively to stakeholders. Understanding of data privacy and ethical considerations. Knowledge of Key Performance Indicators (KPIs) relevant to customer service and operational efficiency. Ability to establish, monitor, and evaluate performance metrics that align with business goals.
• Effective Communication - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs to different audiences.
• Effective Presentations - The ability to create and deliver a compelling presentation, including organizing the presentation, designing visual aids, modulating voice, using body language, making eye contact and demonstrating confidence.