Summary:
The role involves working closely with the Team Leader to provide insights and support for managing the team's day-to-day performance. This includes delivering excellent customer experiences, driving continuous improvement initiatives, and building the capability and confidence of Advisors to become experts in their field. The role requires specialist knowledge to assist with complex queries, processes, or systems issues.
Responsibilities:
- Generate weekly, monthly, and ad-hoc reports regarding team performance with exposure to Workday and ServiceNow.
- Resolve questions related to workfeed actions, enquiries, process applications, and offline requests.
- Monitor the team's workload in collaboration with the "ticket & workfeed action distributor,' assess their performance, and share insights with the Team Leader. Manage workload distribution-related questions.
- Manage backup activities in case of absence.
- Advise on policy challenges or questions, provide advice on interpretation, and ensure a consistent approach.
- Coach and direct team members regarding queries.
Requirements:
- 2 years of experience in a relevant field.
- Previous experience in an HR or customer service environment is essential.
- Fluency in verbal and written English.
Required Skills:
- Advanced proficiency in Microsoft Office applications, including Excel and Word.
- Experience with Workday is required.
Preferred Skills:
- Experience using cloud-based HR, EIC, or SAP HR applications and systems is desirable.
#AditiConsulting
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