Lead - HRO Contact Center - Voice

Lead HRO Contact Center - Voice- 13 - 18 years

Location: Gurgaon (Work from Office)

Shifts: US/Canadian shifts

Process: Hire To Retire Contact Centre HR Operations

In this role, you will enhance workforce performance and productivity, boost business agility, increase revenue, and reduce costs. Your focus will be on employee services, particularly in query and case management. You will establish valuable business partnerships by demonstrating a deep understanding of business fundamentals and decision-making processes.

Your Future Employer: A leading global professional services organization, providing a wide range of services and solutions in strategy, digital, technology, consulting and operations.

Responsibilities :

1. Identify and assess complex problems within your area of responsibility.

2. Manage and resolve customer queries, handle escalations and complaints from dissatisfied customers, and provide the best resolutions.

3. Ensure faults and complaints are closed within Service Level Agreements (SLAs).

4. Build valuable business partnerships by demonstrating an understanding of business fundamentals and decision-making processes. Apply effective functional expertise (HRBP, Finance, Business Operations, etc.) to directly impact business results and support the business in achieving its goals.

5. Manage large to medium-sized teams and work efforts, making independent decisions.

Requirements:

1. Over 13 years of experience in Service Delivery Operations, specifically managing HRO Contact Center - Voice processes.

2. Expertise in the hire-to-retire model and employee lifecycle management.

3. Proven track record in driving Contact Center operations for HR Services.

4. Experience managing various communication streams, including Email, Chat, and Voice.

5. A continuous improvement mindset, coupled with strong client management and operations experience.

6. Skilled in managing large teams of 50-100+ FTEs.

7. Flexibility to work US/Canadian shifts.

8. Effective communication and interaction skills with senior management.

What is in it for you ?

1. Career Growth: Enhance your leadership and strategic skills by managing complex, multi-regional operations, positioning yourself for future leadership roles.

2. Impact: Drive operational excellence and deliver high-quality HR services to a global client base, significantly contributing to the organization's success and reputation.