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Process Delivery Specialist-Talent Development Optimization Processes

Process Delivery Specialist-Talent Development Optimization Processes

IBM

3 - 5 years

4 - 8 Lacs

Bengaluru

Posted:1 month ago| Platform:

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Skills Required

contact center operations project management inbound calls process development customer service operations management team management service delivery customer service operations transition management service delivery management sla management

Work Mode

Work from Office

Job Type

Full Time

Job Description

As Senior 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 education Bachelor's Degree Preferred education Master's Degree Required technical and professional expertise Graduate/Postgraduate (MBA HR is preferred) with 3-5 years of experience in HR Contact Centre for any 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 technical and professional experience 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 analyse complex data, complemented by strong interpersonal and organizational skills.

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Process Delivery Specialist-Talent Development Optimization Processes