11 days old

Senior service Associate-Contact Centre

Hyderabad, TS 500001
  • Job Code
    262899BR

Introduction
The HR Service Administrator is an integral part of IBM and HR. Your goal is to create an outstanding employee experience for IBMers by delivering HR-related services and supporting our employees as they support our customers and clients. Help IBMers to build their career by providing them with a personalized experience. In this role, you can be part of a team that works with all areas of our global organization and is empowered to achieve goals that align with IBM strategy.


Your Role and Responsibilities
As a Senior service Associate-Contact Centre you are responsible to receive inbound calls from customers and answer questions, as well as question
  • Educate callers on client processes whenever necessary
  • Document all calls with regards to callers inquiries accurately using Call Tracking System.
  • Bi-hourly and EOD SLA Reports
  • CSAT Scrubbing
  • CSAT/VOC/VOB
  • KB Gap Analysis
  • Attending forecast and resource planning Calls
  • Critical issue and Supervisor Call Handling

Business Controls

  • Reviews validity and completeness of requests
  • Provides data for any internal business controls team as required.
  • Ensure compliance to the clients existing standards.
  • Implements and follows internal control measures and supports monthly compliance testing to ensure that processes meet business controls requirements
  • Process Documentation: Create, update and prepare documentation related to processing, reports and job aids used to manage data into the HR database
If you thrive in a dynamic, collaborative workplace, IBM provides an environment where you will be challenged and inspired every single day. And if you relish the freedom to bring creative, thoughtful solutions to the table, there's no limit to what you can accomplish here.

We always believe that it is deeply important to have the right person for the right job and you are a flawless fit to this strategy. We want people with an openness and ability to learn and who are ready to put good ideas into action. So, go ahead, and grab the opportunities we wish you outstanding success in your career and inspire you to bring your best self to work with IBM


Required Technical and Professional Expertise
  • Minimum 1 Year of experience in Contact Centre.
  • Ability to think through complex issues and situations and develop robust, well-thought-out solutions which meet the need of the business
  • Demonstrated knowledge to trouble-shoot and implement changes in his/her processes; ability to identify major areas of concern with compliance to travel policy as well as recommend measures to address identified exceptions; ability to analyse and present travel spending data in a way that will provide optimum benefits to the business



Preferred Technical and Professional Expertise
  • Ability to liaise with Technology and communicate system requirements
  • You love collaborative environments that use agile methodologies to encourage creative design thinking and find innovative ways to develop with cutting edge technologies
  • Ambitious individual who can work under their own direction towards agreed targets/goals and with creative approach to work
  • Intuitive individual with an ability to manage change and proven time management
  • Proven interpersonal skills while contributing to team effort by accomplishing related results as needed
  • Up-to-date technical knowledge by attending educational workshops, reviewing publications



About Business Unit
IBM Services is a team of business, strategy and technology consultants that design, build, and run foundational systems and services that is the backbone of the world's economy. IBM Services partners with the world's leading companies in over 170 countries to build smarter businesses by reimagining and reinventing through technology, with its outcome-focused methodologies, industry-leading portfolio and world class research and operations expertise leading to results-driven innovation and enduring excellence.


Your Life @ IBM
What matters to you when youre looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.


About IBM
IBMs greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.


Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.


Being You @ IBM
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Categories

Industry

  • Computers Software and Hardware
Posted: 2019-10-31 Expires: 2019-11-30

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Senior service Associate-Contact Centre

IBM
Hyderabad, TS 500001

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