Sr. Process Analyst Human Resource Operations - Contact Center

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 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, analyze, 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 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 Expertise

• 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 analyze complex data, complemented by strong interpersonal and organizational skills.