The project is related to Human Resources Software, Workforce Management Software, Human Capital Management Software, Time and Payroll Software, AI for HR, and Workforce Trends.
Responsibilities:
- Monitor all interactions (calls, emails, Salesforce logs, Excel sheets) and ensure accuracy with timely feedback to the floor.
- Coordinate and facilitate call calibration and training sessions for call center staff .
- Publish quality trends, feedback, and improvement/enhancement reports
- Conduct quality monitoring and coaching sessions.
- Deal tactfully and courteously with clients.
- Produce quality reports and dashboards such as TNI and Pareto analysis .
- Drive process improvement and ensure process compliance.
- Contribute to the development of short- and long-term process goals.
- Ensure quality and CSAT targets are consistently met.
- Drive first-call resolution and quality initiatives within the program.
Requirements:
- Excellent oral, written, and interpersonal communication skills.
- Exceptional listening and analytical abilities.
- Intermediate-level proficiency in MS Office applications.
- Strong attention to detail and accuracy in work.
- Experience in supporting HCM accounts(Workday, Kronos, Paychex, ADP, SAP, Oracle, Sage) on Technical Support vertical
Non-Negotiable Requirement:
Human Capital Management Experience (HCM)
