Job Description

Key Responsibilities:

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Total of 6 8 years of experience in handling international employee contact center Managing demanding customer needs Graduate in any stream Strong written and verbal communication skills Experience in Contact center Management Results and deadline driven 8 plus year of team handling experience Computer proficiency MS Office Word Excel and Outlook Experience in HRMS ERP like SAP SuccessFactors workday etc Overall Lead for HR Helpdesk processes for Delek Manage multiple processes within HRO Employee and Manager query handling triaging Data entry and mgmt Communication Centre Employee Manager self service support Drug testing process Participate in continuous improvement initiatives automation initiatives and demonstrate value to client Responsible for overall delivery Governance Reporting Strong analytical skills with ability to problem solve with a win win negotiation approach Provide constructive feedback identify training development needs of the team conduct brain storming sessions to increase the knowledge of the team Responsible for growing Client relationship and account Manage day to day operations First point of escalations for Delek Review and remove bottlenecks Monitoring team s performance against the agreed SLAs Escalate issues risks and work on resolutions Workforce Planning Scheduling Shift management Team Management Good to have Experience specific to Employee support center process for International clients

Preferred Skills:

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HRO->Payroll,US-payoll,LnD,Data Management,Benefits,C&B