45606-hr Operations-service Desk Voice Support

6 days ago

Bengaluru, India HyreFox Consultants Full time

Description:

- To answer all process related queries raised by Customer service Associate and the end user "Manage and Inspire Team Results.
- Manage schedule adherence (For Self and Team) (Call boards, CUIC reports and Phone).
- Partner with Supervisor to provide Performance/Quality related counseling and coaching when appropriate to ensure Zero Escalations / Errors.
- Perform RCA on service issues / complaints Assist in handling customer calls when calls are in queue.Identify training needs for team and individuals through monitoring, escalations and desk reviews.
- Work with Supervisors to develop specific job aides as needs arise. Provide floor Support.
- Report results to management. Maintain BE related documents for the team Manage escalation calls.
- Aligned to our Service Desk Voice Support team which is responsible for performing day to day operations while

maintaining SLAs & solving queries related to disputes while coordinating with customers.
- The team reviews service requests based on the predefined scope of support, records, diagnoses, and troubleshoots customer raised incidents.
- Also manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions

Education - Any Graduates

Job Responsibilities:
- Hands-on experience with Ticket tracking tools like SNOW, SIEBEL, WQM, ASKHR Hands on knowledge in CISCO telephony management Hands on knowledge on ERP like SAP, Oracle, Peoplesoft or Success factors Working knowledge of payroll systems (e.g. Oracle, Kronos)
- Comfortable with Microsoft Office tools (Word, Excel, PowerPoint, outlook) Knowledge of Applicant Tracking Systems like ATAS/Red Carpet/Taleo/Workday Sound knowledge of US & UK HR Process
- Excellent verbal and written communication skills Typing speed - 50 words per minute
- In this role you may have limited exposure with clients and/or Accenture management
- You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments
- You will be an individual contributor as a part of a team, with a focused scope of work
- Please note that this role may require you to work in rotational shifts

Key focus skills: Experience into International Voice Process
- Location: Bangalore
- Shifts: US Shifts (Rotational)
- Weekends: Rotational week off
- Notice Period: 30Days

**Other Details**:

- **Keywords**: HR Operations / Service Desk Support

**Location**
Bangalore

**Job Title**
45606-HR Operations-Service Desk Voice Support - CL-11

**Experience**
1.5 yrs - 5.0 yrs

**CTC**
INR 4.00 lacs - 5.40 lacs

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