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Manager
2 weeks ago
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
