Deputy Manager – HRO

Introduction
A career in IBM Consulting embraces long-term relationships and close collaboration with clients across the globe. In this role, you will work for IBM BPO, part of Consulting that, accelerates digital transformation using agile methodologies, process mining, and AI-powered workflows.

You’ll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio, including IBM Software and Red Hat.

Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you’ll be supported by mentors and coaches who will encourage you to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in groundbreaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and learning opportunities in an environment that embraces your unique skills and experience.

Your Role and Responsibilities
As a Deputy Manager – 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 Technical and Professional Expertise

• Graduate/Postgraduate (MBA HR is preferred) with 8+ years of experience in HR Contact Center for any International IT / ITES Company
• Has good knowledge of handling HR Contact Center Operations-related queries over Inbound Calls, Chat & E-Mail.
• Strong knowledge of MS Excel & Word.
• Excellent communication skills in English both oral and written.
• Ability to pre-empt potential issues and reprioritize work to meet the ever-changing needs of customers both internal and external; proactively follows up with key customers on resolution and action plans.
• Ability to think through complex issues and situations and develop robust, well-thought-out solutions that meet the needs of the business.
• Effectively Works with Others – Works well with internal customers and external suppliers and can positively influence others in problem-solving and work process improvements.
• Excellent Customer Service skills – ability to communicate to all people at all levels within the organization. Must have the ability to resolve difficult customer service issues.
• High degree of numeracy skills with meticulous attention to details
• Teamwork – the ability to work well within the team is key to this role

Preferred Technical and Professional Expertise

• Ambitious individual who can work under their direction towards agreed targets/goals.
• Ability to work under tight timelines and have been part of change management initiatives.
• Proven interpersonal skills while contributing to team effort by accomplishing related results as needed.
• Enhance technical skills by attending educational workshops, reviewing publications etc.