ByJob Title: Deputy Manager – Contact Centre
Location: Bangalore, IN
Category: Enterprise Operations
Employment Type: Full-Time
Travel Required: No Travel
Contract Type: Regular
Company: IBM India Private Limited
Req ID: 696023BR
Introduction:
The Finance & Admin Business Analyst role is pivotal for sustaining the profitable operations of one of the world’s most esteemed companies, IBM. By overseeing financial activities, you’ll play a crucial role in facilitating the introduction of groundbreaking innovations such as Artificial Intelligence, Cognitive Solutions, Cloud Infrastructure, and Blockchain technologies to the market.
Role and Responsibilities:
As Lead Service Associate – HR Contact Center, you’ll be tasked with addressing HR-related queries from employees via calls, emails, or chats. Flexibility in working shifts is required. Key responsibilities include:
- Educating and documenting inquiries on processes when necessary.
- Delivering high-quality customer service in every interaction.
- Identifying, investigating, analyzing, and resolving issues within the process.
- Monitoring and processing tickets in the ticketing system.
- Providing floor support for escalation and query resolution.
Required Technical and Professional Expertise:
- 6-8 years of experience in HR Contact Center for any International IT/ITES Company.
- Proficiency in handling HR Contact Center Operations queries via Inbound Calls, Chat & E-Mail.
- Strong knowledge of MS Excel & Word.
- Excellent communication skills in English, both oral and written.
- Ability to anticipate potential issues, reprioritize work, and proactively follow up with key customers on resolution and action plans.
- Capacity to analyze complex issues and develop robust solutions that meet business needs.
- Ability to collaborate effectively with internal customers, external suppliers, and positively influence others in problem-solving and work process improvements.
- Excellent customer service skills with the capability to resolve difficult issues.
- High degree of numeracy skills with meticulous attention to detail.
- Teamwork skills are crucial for success in this role.
Preferred Technical and Professional Expertise:
- Ambitious individual capable of working under their own direction towards agreed targets/goals.
- Ability to work under tight timelines and experience in change management initiatives.
- Proven interpersonal skills demonstrated through contributing to team efforts and achieving related results.
- Willingness to enhance technical skills through attending educational workshops, reviewing publications, etc.
