Interview Time: 10:00 AM till 12 PM

Interview Venue:

Venue - Infosys BPM Limited.,#785, Ground Floor Axis Sai Jyoti,15th Cross 100 Feet Road, Sarakki, 1st Phase J P Nagar, Bengaluru, Karnataka 560078Landmark: Near Sindhoora Convention Centre

NOTE: There will be a domain assessment conducted, please carry simple calculators for the same.

Pointers

Excellent Communication in English: The candidate must have strong English communication skills.US Shift Timings: The candidate should be comfortable working from 6 PM to 3 AM.
• Work from Office: The candidate should be willing to work from the office and possibly relocate nearby.
• Educational Qualification: The candidate should be a graduate with 15 years of full-time education.

Must-Have Qualifications:

Education:Communication:Experience:
• Contact center management.
• Over 8 years of team management experience.
• Proficiency with HRMS/ERP systems such as SAP, SuccessFactors, and Workday.
Skills:
• Results-oriented and deadline-driven.
• Proficient in MS Office (Word, Excel, Outlook).

Good-to-Have Qualifications:

• Experience with employee support center processes for international clients.

Key Responsibilities:

• Lead HR Helpdesk processes for Delek.
• Manage multiple processes within HRO.
• Address and triage employee and manager queries.
• Perform data entry and management.
• Oversee the communication center.
• Support employee and manager self-service.
• Manage the drug testing process.
• Engage in continuous improvement and automation initiatives to demonstrate value to the client.
• Ensure overall delivery, governance, and reporting.
• Utilize strong analytical skills to solve problems with a win-win negotiation approach.
• Provide constructive feedback, identify training and development needs, and conduct brainstorming sessions to enhance team knowledge.
• Develop and maintain client relationships and accounts.
• Oversee day-to-day operations.
• Act as the first point of escalation.
• Identify and remove bottlenecks.
• Monitor team performance against agreed SLAs.
• Escalate issues, manage risks, and work on resolutions.
• Handle workforce planning, scheduling, shift management, and team management.