Manager

2 days ago

Bengaluru, Karnataka, India Golden Opportunities Full time ₹ 20,00,000 - ₹ 25,00,000 per year

Roles and Responsibilities :

  • Manage HRO (Human Resource Operations) team to ensure efficient query handling, ticketing, and case management.
  • Provide expert-level support to clients on various HR processes such as recruitment, employee data management, benefits administration, etc.
  • Develop and implement effective strategies for improving customer satisfaction through timely resolution of queries and issues.
  • Collaborate with other departments to resolve complex HR-related matters that require coordination across multiple teams.

Job Requirements :

  • 10-15 years of experience in BPO/Call Centre environment with a focus on HR Support Services.
  • Excellent understanding of various processes of core HR Operations andVoice, Emails and Chat Operations (Must have)
  • Experience in Leading teams managing Tier 1 HR helpdesk for UK, Europe or US Employees
  • Should have experience in using Workflow / case management tools like ServiceNow, Remedy etc.
  • Good understanding of various HR Systems/ applications
  • Strong knowledge of HRSD (Human Resources Shared Services), Help Desk Management, Query Handling & Management, Voice Process Quality Standards.
  • Proven track record in managing high-performing teams in an HR BPO setting.
  • Should have excellent client and stakeholder management skills
  • Should have good Excel and Presentation skills
  • Good understanding of Service level agreements and contractual compliance requirements
  • Good understanding of Quality Methodology and tools
  • Basic understanding of MIS

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