- Educational background Graduate/Preferably Post Graduate in HR  - Experience 9 to 11 years combined experience in HR Operations  Location : Kochi  - Communication Skill required Excellent Communication in English - Verbal and Oral   - Ability Skill Required (Tech test, Keyboard navigation, Aptitude test, Other domain specific tests)   - 8 to 11 years of experience in HR Operations/ HR contact center.  - Excellent written and oral skills to communicate effectively with all levels across the organization.  - Ability to prioritize and multitask  - Flexible and competent to work in a high volume and dynamic environment  - Exposure to entire employee life cycle.  - Proficient in computer applications and ability to multi-task and quickly learn new technology  - Previous managerial experience preferred.  Responsibilities :   - Manage a team of HR Services advisors who are responsible for providing resolution to the queries raised by employee across GEOs.  - Provide guidance, clarification and interpretation of company policy as per the defined guidelines.  - Maintain and continuously enhance Key HR Contact center Performance indicators such as quality, productivity, customer satisfaction and service level agreement (SLA).   - Managing and updating the escalation Matrix proactively.  - Liaise closely with local HR and functional teams and business groups to provide status on follow-through requests.  - Escalate non-transactional, Behavioral issues promptly as per the established protocols.  - Ensure reporting framework for all the key metrics is in place. Ensuring SOPs are updated proactively whenever there is a change in policy.  - Manage Staffing based on the call pattern/volume to ensure all KPIs/SLAs ( Abandon rate, Quality, FCR, CSAT) are met for the process  - Monitor trends based on calls, issues, queries, and through these tools make recommendations on how to improve the quality of service.  - Drive Customer centricity and improve customer experience through regular Audits Checks ( Live Barging, quality checks of the cases, Audits of the responses)  - Study and standardizes procedures to improve efficiency of team members ( Login-Logout time, Break Mgmt, Absenteeism)  - Manage attrition within the process  HR Core Competencies :   - Strategic Business Perspective  - People Practices Design / Execution  - Fact-Based Problem Solving  - Project & Process Orientation   - Coaching / Counseling  - Personal Impact  Job-Specific Technical Competencies :  - Customer Service   - Excellence  - Data Driven Issue Resolution   - Conflict Resolution  - Organizational Awareness  - Relationship Building

Kerala

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Wipro BPO - HR Help Desk - Contact Centre 

Wipro BPO - HR Help Desk - Contact Centre  ,Job Description for Wipro BPO - HR Help Desk - Contact Centre  in Wipro in  Kerala Others for (9-11) years of experience. Apply Now!

Job Description for Wipro BPO - HR Help Desk - Contact Centre  in Wipro in  Kerala Others for (9-11) years of experience. Apply Now!