IBM Sr Process Analyst Human Resource Operations - Contact Center 

India, Karnataka, Bengaluru 

275446002

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.