US Voice Process Specialist - HR Operations | US Shift

Roles and Responsibilities-

Must have experience in working in US Voice process. Exp in HR voice process will be added advantage

• Manages and actions service requests for onboarding/background verification for both voice and Non-Voice
• Ensuring the metrics are prepared and shared in time
• All the Calls and emails are responded within the stipulated time.
• Ensures the data are presented to the leaders for evaluation in time.
• Supports candidates/employees and BGV (Background Verification) vendors with 1st level HR questions and escalates to 2nd and 3rd level HR Service as necessary.
• Processes HR transactions, records statistics and handles highly confidential material
• Supports candidates/employees and BGV (Background Verification) vendors with 1st level HR questions and escalates to 2nd and 3rd level HR Service as necessary.
• Schedules, follow-ups and monitors actions and deadlines according to relevant processe
• Maintains databases and employee records using a variety of systems and tools and provides information to employees and managers
• Compiles data for analysis and reporting, performs routine analyses and creates standard as well as customized reports
• Contributes to building a knowledge base for frequently asked HR questions
• Actively shares knowledge with the in-country HR teams as well as within the HR Shared Service Organization

Responsibilities for Team lead -

• Effective team Management skills and experience
• Ensuring that all the KPIs and SLAs are met
• Ensuring the CSAT scores are adhered to
• Ensuring the AHTs are met for the calls and the TATs for the emails.

Preferred candidate profile

Skills

• Hands on experience and in both Voice and Non-Voice process for US HR operations
• Ability to work on complex queries
• Excellent written and verbal communication skills in English
• Proficiency in using MS Office (especially MS Excel, Word and Outlook)
• Able to learn new systems and their key functionalities quickly
• Ability to assimilate information quickly and determine actions required