Manager

Golden Opportunities

10 - 15 years

10 - 13 Lacs

bengaluru

Posted:9 hours ago| Platform:

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Skills Required

helpdesk hr hr helpdesk query handling hr support query management ticketing helpdesk management query help desk operations case management hr bpo hro voice process

Work Mode

Work from Office

Job Type

Full Time

Job Description

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 and Voice, 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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