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Query Management

3 months ago

Kolkata, India Capgemini Full time
Job Description
  • Manage overall operations of a helpdesk or support center.
  • Ensure all systems and manual processing meets Service level agreements.
  • Manage escalations.
  • Service Issue management.
  • Stakeholder Management and relationship building, Client focus and responsiveness.
  • Identifying areas for improvement, and ensuring high levels of customer satisfaction.
  • People Management and grievance handling.
  • Work closely with Management and share periodic Service delivery reports and review decks.
  • Performance Management and team performance appraisal.
  • Managing budgets.
Primary Skills
  • Strong process knowledge in workforce administration/Employee data administration.
  • Strong project management skills applied in a business/corporate environment.
Secondary Skill
  • Experience of managing employee life cycle activities like personal/job/pay changes, HR documentation, New hire/onboarding, transfers, leave & absences, promotions, relocations, separations, etc.
  • System data entry experience (SAP, Oracle HCM, Taleo, SuccessFactors, etc.)