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
The Deputy Group Manager - HR Contact Center is responsible for leading and managing a team of HR customer service representatives. They ensure that the contact center delivers high-quality, efficient, and compliant HR-related support to employees and stakeholders.
Your Primary Responsibilities Include
- Oversee the day-to-day operations of the HR Contact Center, ensuring adherence to service level agreements (SLAs) and quality standards.
- Recruit, train, and mentor HR Contact Center agents to develop their skills and knowledge in HR processes and procedures.
- Develop and implement policies, procedures, and training materials to enhance customer service delivery and agent performance.
- Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and drive continuous process optimization.
- Collaborate with HR leadership and other departments to ensure alignment with organizational goals and address emerging HR trends.
- Manage agent scheduling, workload distribution, and performance evaluations to maximize efficiency and productivity.
- Serve as a subject matter expert in HR processes, providing guidance and support to agents and stakeholders.
Preferred Education
Master's Degree
Required Technical And Professional Expertise
- Graduate/Postgraduate (MBA HR is preferred) with 12+ years of experience in HR Contact Center for any International IT / ITES Company, with at least 2 years in a supervisory or managerial role within a contact center environment.
- Proven track record in managing and coaching teams to achieve high performance and customer satisfaction.
- Strong understanding of HR processes, laws, and regulations.
- Excellent communication, interpersonal, and leadership skills.
- Has good knowledge of handling HR Contact Center 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 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 Experience
- 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.
