Department / Process : - Real Time Analyst - Work Force Management Reporting To : - Manager Experience : - 3 - 5 Yrs. call center experience with a minimum of 1-year RTA experience Roles and Responsibilities: Good understanding of call centre operations, key performance metrics, real-time monitoring and work force management concepts. To ensure the right number of experts are available to take calls as per the planning. Notify call awaiting, call abandon, any deviation to the target like AHT, Breaks and Aux usage. Track Attendance and Lateness. Proven ability to manage volume data tasks and interpret data into insightful reports or associated outputs, to support various operational strategies and business development roadmaps. Maintain the integrity of the MI Process with detailed review and data cleansing to ensure all data and reports are accurate, current, complete and consistent. Provide general advice and analysis to both internal and external business stakeholders and develop overall business knowledge to facilitate this function. Take ownership of team deliverables, provide cover for other team members when required and ensure the team SLAs are always achieved within the agreed timelines and at the best service standards. Key Skills / Requirement: Technical Skills: Strong knowledge of and experience working with Real Time metrics, reporting, database & statistical packages. Knowledge on WFM tools (IEX, NICE, Injixo etc.) is a mandatory requirement. Knowledge on Excel, VBA/Macros and SQL at an advanced or moderate level is preferrable. Knowledge on Amazon Connect/Athena, SSRS or Power BI is an added advantage. Analytical Skills: Able to work with large amounts of data: facts, figures, and number crunching; and analyse through them to find conclusions. Attention to Detail: Must be vigilant in their analysis to come to correct conclusions. Communication Skills: Ability to write and speak clearly, easily communicating complex ideas. Present findings or translate the data into an understandable layman language. Critical Thinking: Able to look at the numbers, trends, data and find new ways to improvise the reporting and provide conclusions based on the findings. Interpersonal Skills: Ability to work with Global teams from different time zones and cultures in a fast paced, high-volume environment. Ability to multitask in rapidly changing priorities and cope working under pressure with precision and accuracy. Notes: Shift Timings - 12:30 PM to 03:30 AM (rotational 9 hours shift including weekends) The role has an incentive other than the salary. The selected person will be on probation for a minimum of 3 months before getting confirmed for this role. Interview process: - CV Assessment & Interview by HR Aptitude test (Written & Practical) Shortlisted candidate will go through Face-to-Face interview with Line Manager Shortlisted candidate will go through Face-to-Face interview with Head of Department Final offer by HR Training and Assessment: 3 days of process training Leave request cannot be entertained during the training/assessment days Staff will be on probation period of 03 months wherein certain sets of objectives will be agreed with the line manager which will be evaluated on monthly basis Staff clearing the probation period will be considered as confirmed employee of SBS BGV: We do third party background verification for all our staff to ensure the safety & welfare of our employees. Other details: Candidates are required to work 5 days a week as per Rota including weekends. Contact Person: Gagan Number: 8310018322
Job Description: We are looking for an experienced and dynamic HR Business Partner with 3 4 years of relevant HR experience to join our team. In this role, you will work closely with business leaders to deliver value-added HR support aligned with organizational objectives. You will play a key role in employee relations, talent management, performance improvement, and driving a positive workplace culture. The ideal candidate will have strong people management skills, a deep understanding of HR practices, and the ability to effectively collaborate with key stakeholders. Responsibilities & Accountabilities of HR Business Partner The primary emphasis of the job would be: Stakeholder Management Vendor Management Company Culture and Branding Employee Well-being and Employee Assistance Program Leaves, Attendance and Absence Management Employee Life Cycle Management Employee Grievance Employee Database management & HRMIS Attrition, Retention Analysis and Exits HR related Training / Coaching to Staff Performance Management System Policy Governance - Creation of Policies, Manuals & SOPs Managing departmental ISO/ISMS Audits Employee Engagement To implement & institutionalize core HR initiatives related to Employee relations, HR database management, Retention Processes across the centre. Experience in handling one or more reportees is preferable. Managing Employee Lifecycle of staff from designated business units. Oversees human resources consultation and support to designated business units. Timely review of contracts and NDAs of new and current vendors along with the invoices. Resolving employee queries raised in HRMS tool/ HR tickets within the TAT. Creation, governance and creating awareness sessions to staff on mandate policies and SOPs. Timely address of employee grievance, complaints, absence / behavioural and disciplinary concerns / issues with the staff. Actively participate in Probation discussions and ensure necessary support is rendered to new joiners. Ensure regular 121s are conducted across the departments and monitor PIP process. Create highly motivated staff by planning, executing and conducting regular employee engagement activities, social celebrations and reward/ recognition events to all staff. Ensuring all hiring needs and targets of the business are met within the defined TAT and develop talent acquisition strategies and cost-effective hiring plans. Manage the Employee Assistance Program and create awareness among staff to utilize it for better well-being and work life balance. Strong experience working in a fast-paced environment with strong people management skill. Ensure legal compliance of HR state and national regulations and applicable employment laws, and update policies, SOPs and/or procedures as required. Monitor employee morale and company culture & Values. Conducting exit interviews, attrition analysis and recommending the suggestions to stakeholders based on analysis for attrition control. Work Collaboratively with the HR team ensuring the streamlining of all HR process. Behavioural: Attention to details. Empathetic, honest and discreet Good negotiation skills Strong leadership and team management skills. Excellent communication and interpersonal skills with the ability to build relationships at all levels. Strategic thinking and problem-solving abilities. Flexibility and adaptability in a fast-paced environment. Strong decision-making and conflict resolution skills. Technical Skills: Experience in HR business partnering. Data analysis and reporting skills. Solid understanding of HR functions, policies, and employment law. Strong interpersonal and communication skills Proficient in MS Office and HRIS systems Strong problem-solving skills and the ability to work independently and collaboratively. Other details: Candidates are required to work 5 days a week from Monday to Friday Shift timings are 11AM to 8PM ISTContact Person: Gagan(8310018322)