Gurugram

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Description

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Key Responsibilities

  • Coach employee service representatives and provide work direction and support on processes and operating procedures within the HR contact center.
  • Perform quality checks and provide real-time feedback on employee interactions to ensure a consistent, quality customer experience.
  • Design and implement standard operating procedures related to case management, including intake, documentation, escalation, and resolution.
  • Manage scheduling to provide global coverage across multiple intake channels, continually monitor workload through use of dashboard metrics and reallocate staff to achieve service levels. Oversee staff planning and forecasting.
  • Utilize dashboard metrics to identify and manage aging cases, follow up as necessary with Tier II and/or COEs to ensure timely follow-up and resolution.
  • Lead team huddles and share relevant information regarding current trends, issues and upcoming changes that may impact the team.
  • Continually assess and provide feedback on effectiveness of our contact center training and on-boarding content.
  • Implement a standard onboarding experience using mixed mode training plans that include, digital, in-person and self-learning options to drive knowledge development to increase contact center productivity.
  • Evaluate current work documentation and FAQs used by the HR contact center to develop knowledge articles within ServiceNow Employee Service Center.
  • Support the team with complex case management and customer de-escalation, as necessary.
  • Participate on the intake queue as needed to ensure coverage at critical times or during staff shortages. Provide back up support for the Sr. Manager, Global HR Contact Center, as necessary.

Required Qualifications

  • Bachelor degree or equivalent work experience.
  • 3-5 years of experience in HR service delivery/HR operations specifically in leading a HR contact center providing service across multiple regions.
  • Ability to deliver meaningful metrics and insights that inform People Resource Center leadership of center performance.
  • Goal-driven with the ability to utilize data to make informed recommendations.
  • Knowledge of contact center best practices and technologies.
  • Experience operating collaboratively in a global and matrixed organization.
  • Strong critical thinking skills and ability to work independently and take initiative.
  • Ability to communicate effectively across all levels of the organization both verbally and in writing.
  • Experience with ServiceNow Employee Service Center and Workday.

Preferred Qualifications

  • Knowledge of HR service delivery models

Ameriprise India LLP has been providing client based financial solutions to help clients plan and achieve their financial objectives for 125 years. We are a U.S. based financial planning company headquartered in Minneapolis with a global presence. The firm's focus areas include Asset Management and Advice, Retirement Planning and Insurance Protection. Be part of an inclusive, collaborative culture that rewards you for your contributions and work with other talented individuals who share your passion for doing great work. You'll also have plenty of opportunities to make your mark at the office and a difference in your community. So if youre talented, driven and want to work for a strong ethical company that cares, take the next step and create a career at Ameriprise India LLP.

About Our Company

Ameriprise India LLP is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, genetic information, age, sexual orientation, gender identity, disability, veteran status, marital status, family status or any other basis prohibited by law.

Full-Time/Part-Time

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