Act as first point of contact representing the GPS team for employees across ANZ, South
East Asia , India and Middle East.
Responsible to gather information on various polices/procedures and processes from
various teams and stakeholders and educate the team to answer employee queries
Responsible to Receive/ answer calls from the employees (Inbound calls) on Avaya /8x8
telephone systems and answer employee queries.
Responsible to record every employee interaction via HR case management
Responsible to log and triage employee cases to the right teams/ Assignment groups
Responsible to maintain right call quality and adhere to strict set SLA’s.
Ensure Compliance with set standards and SOP when interacting with the employees.
Empathize with the employees wherever required and ensure to maintain a positive and
trust relationship between HR and employees and work towards provide easy and quick
resolution to the employees
Responsible to prepare and adhere to monthly work roster.
Responsible to Run reports on call data
Responsible to work with IT in case of technical issues with the Telephony system
Performs other duties as assigned
Skills and Experience:
Excellent proficiency in English
Process oriented, with strong attention to detail
Excellent listening, written, verbal and Interpersonal skills
Good Time management & Prioritization skills
Able to multi-task, effectively managing a wide range of daily activities and any
Able to work as a productive, collaborative member of a team
Prior call handling experience for at least 1 year is required
Good Knowledge in M.S Office Applications- (Excel, Word, PowerPoint)
Knowledge in Case Management on Service Now or any other tool will be an added
Should be quick and to browse and access through various portal like Workday and
ServiceNow while handling the calls and gather required information
Quick learner and Strong understanding of HR processes, Policies, and procedures
To be able to work in shifts, to be able to work flexible whenever required.
Bachelor’s degree / MBA
2-3 years of relevant /HR experience...