Manager - Contact Centre

- Drive the processes for timely resolution of employee queries and grievances on HR matters

- Monitor & Track Implementation of internal controls and quality measures to ensure the Wish Center meets defined SLAs

- Oversee handling and responding to all inbound queries and grievances - administrative, financial, behavior, policy and others

- Sever as a point of escalation for issues or where further support is required from Business/ Function Heads

- Drive the implementation of all special projects in areas under purview such as e-recruitment helpdesk, pulse etc.

- Regularly monitor and track performance of the special projects

- Analyze of data/ inputs received from these programs

- Report out findings/ observations from the analysis to appropriate stakeholders to drive appropriate actions.