This role is a great opportunity to work in a fast past, dynamic and global environment that will relish the challenge of client engagement and delivery services. Reporting to the Manager of Contact Centre, you will be required to:

- Work alongside our outsource service providers and onshore service delivery teams to deliver contact centre/service desk services including our escalations service.

- Partner with internal groups to optimise end to end processes.

- Provide support and input to customer engagement forums.

- Use data analytics and metrics to identify improvements, understand drivers for degradation of services, expand services to improve right first time contact for contact centre and reduce escalations.

- Ensure processes, operating procedures and content for use in customer self-service platforms or to support contact centre operations are maintained and current.

- Manage and develop a global team.

- Degree qualified in Human Resources or Finance with a solid background as an effective leader with the ability to manage relationships across functions and regions.

- Previous experience in service improvement projects in a HR environment.

- Strong knowledge of HR processes and systems, analytical and a continuous improvement mindset.

- Strong commitment to customer service, collaborative problem solving and a flair for stakeholder and customer engagement.

- Ability to think critically, to identify issues and their associated resolutions as well as to influence.

It would be considered advantageous if you have;

- Strong exposure to Payroll or experience in a Payroll role

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.