Confidential
Walk in interview for HR Helpdesk Services. Currently we are looking for HR Helpdesk Services for our company. Location Dubai.
Key Responsibilities:
• responsible for creating an end-to-end user experience between onshore and offshore service teams.
• Analyses operational processes, escalation procedures and performs assessment to identify opportunities for service delivery improvements and value add to the customer.
• Manage and support on technology issues impacting service, processes and local work instructions.
• Responsible for reporting on and reviewing service levels and trends, customer service levels, adherence to KPI’s, production of regular reports on quality and other metrics for senior HRSS leadership as needed.
• Building and maintaining effective relationships with required parties i.e., other People Services teams, Centers of Expertise, Business HR and our internal customer base
• anlage and compile any data applicable to day-to-day operations in accordance with key performance indicators (e.g., quality, time to resolve queries, workload, aged tickets etc.)
• Interpret statistical information and identify trends in customer satisfaction survey results i.e., EIC Light Survey outcomes and any other bespoke surveys undertaken relevant to the service
Education & Experience:
• HR Service Management experience within a high-volume, multi-access channel environment.
• Understanding of call center technology and practices, and have the ability to implement new systems working with IT.
• Team management experience (including offshore/remote team management).
• Experienced and adept at building rapport with customers.
• Articulate, confident and fluent communicator with a high level of oral and written English. Able to use a range of techniques and styles to ensure that communication is timely, clear and effective.
• A good understanding of continuous improvement techniques and practical exposure to process improvement experience at a Yellow Belt Level.
• Experience in leading and/or managing a team of transactional services specialists or contact canter.
• Knowledge of tools and techniques (e.g., Yellow Belt / Operational Excellence) needed to continuously improve the performance of an operation by the elimination of waste and defects and reducing variability
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