Sr Process Analyst - Contact Center

Introduction
At IBM, work is more than a job – it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you’ve never thought possible. To lead in this new era of technology and solve some of the world’s most challenging problems.

Your Role and Responsibilities
As a Senior Service Associate -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.
If you thrive in a dynamic, collaborative workplace, IBM provides an environment where you will be challenged and inspired every single day. And if you relish the freedom to bring creative, thoughtful solutions to the table, there’s no limit to what you can accomplish here. Responsibilities :

• Receive inbound calls, e-mail & chats from customers and answer questions and respond to their queries
• Educate and document enquirers on processes whenever necessary
• Provide quality customer service on every interaction
• Identify, investigate, analyze, and resolve Issues identified within process
• Monitor and process ticket in ticketing system.
• Provide floor support for escalation and query resolution

Required Technical and Professional Expertise

• Graduate / Post Graduate in any stream
• Excellent communication skills in English both oral & written
• 2-3 years in HR Contact Centre for any International IT / ITES Company
• Has good knowledge on handling HR Contact Centre Operations related queries over Inbound Calls, Chat & E-Mail
• Strong knowledge of MS Excel & Word
• Ability to pre-empt potential issues and reprioritize work to meet 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 which meet the need 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
• Team work – 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 own 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.