Contact Center (RPO)

Introduction
Ready to help build IBM’s biggest asset – its talent? As a Recruitment Professional you serve an integral role as the main point of contact for both candidates and hiring managers guiding them through the full recruiting lifecycle. Work with a team using the most innovative approaches to attraction sourcing selection interviewing offering and closing. This is an opportunity to shape IBM’s future. Start your journey now!

Your Role and Responsibilities
The Contact Center is a recruitment contact center staff that supports live calls emails chats and web-based requests. This team is committed to delivering efficient knowledgeable and supportive customer service by means of established methods and innovative approaches. Helpdesk Coordinators will interact with customers through a variety contact medium and respond to a wide range of inquiries.

• Resolve customer inquiries through multiple contact mediums
• Assisting Hiring Managers applicants candidates client employees recruitment staff and other stake holders
• Demonstrate exceptional customer service skills and emotional intelligence
• Use critical thinking skills to independently assess and resolve situations
• Communicate clearly in English – both verbal and written communication
• Handle a minimum of 50+ calls a day in addition to managing a workload from other contact mediums
• Simultaneously use phones contact center software and other contact mediums
• Identify potential issues of risk to the client and recruitment. Determine escalation routes when appropriate.
• Work with internal and external stakeholders to ensure proper customer service is being delivered
• Deliver on a multitude of services – including application assistance status of application requests employee referral requests requisition creation password resets and similar services
• Act as a company gatekeeper and liaison to recruitment process
• Adherence and knowledge of IBM and client policies procedures and recruitment process
• Some reporting may be required
• Perform other miscellaneous duties as required by the management
• Resolve internal and external candidate’s inquiries through multiple contact mediums (phone chat internal cases and email)
• Assist hiring managers and recruitment staff to create and/or modify job requisitions
• Assist current and former employees to fulfill their HR needs

Required Technical and Professional Expertise

• At least 1+ year experience in Customer Service
• At least 3-6 months experience in Human Resource and/or Staffing
• At least 1+ year experience in an office environment using the telephone and computer as the primary instrument to perform your job duties
• At least 1+ year experience with computers including in-depth internet knowledge and working proficiency in Word Excel and Outlook
• High fluency in English – both written and verbal communication

Preferred Technical and Professional Expertise

• At least 6 months experience with a web-based applicant tracking system
• At least 6 months knowledge of functional recruitment best practices