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Process Analyst-HR Contact Centre

Process Analyst-HR Contact Centre

IBM

2 - 5 years

4 - 6 Lacs

bengaluru

Posted:1 day ago| Platform:

Apply

Skills Required

hr hro hr helpdesk hr support hr operations hr cc hr bpo hr shared services hr ops

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Your Role and Responsibilities:

As a Process Analyst HR Contact Center, you are responsible for receiving calls, emails, or chats and resolving HR-related queries from employees. You should be flexible to work in shifts.

Your primary responsibilities include:

Educate and document enquirers on processes whenever necessary.
Provide quality customer service in every interaction.
Identify, investigate, analyse, and resolve issues identified within the process.
Monitor and process tickets in the ticketing system.
Provide floor support for escalation and query resolution.

Required Experience:

Graduate with 2-4 years of experience in the HR Contact Center at an International IT/ITES Company.
Proficient in addressing HR Contact Center Operations queries through Inbound Calls, Chat, and Email.
Proactively anticipates potential issues, adjusts work priorities to meet evolving customer needs, and initiates follow-ups with key customers on resolutions and action plans.
Effectively collaborates with internal and external stakeholders, and positively influences problem-solving and process improvements.
Demonstrates excellent customer service skills, communicating effectively across all organizational levels, and adeptly resolves challenging customer service issues.

Preferred Skills:

Proficient in MS Office applications.
Excellent communication skills in English both oral and written.
Self-directed and ambitious achiever, Meeting targets effectively.
Demonstrated ability to analyze complex data, complemented by strong interpersonal and organizational skills.

HR Details

Reshma N

Reshma.N2@ibm.com

8105406488

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