Process Analyst Human Resource Operations - Contact Center

Introduction
A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe. With deep expertise in many industries we offer strategy experience technology and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people partners and the planet. Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role you’ll be encouraged to challenge the norm investigate ideas outside of your role and come up with creative solutions resulting in ground breaking impact for a wide network of clients. Our culture of evolution and empathy centres on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.

Your Role and Responsibilities
As a Process Analyst – HR Contact Center you are responsible for receiving calls emails or chats and resolving HR-related queries from employees. You should be flexible to work in shifts.

Your primary responsibilities include:

• Educate and document enquirers on processes whenever necessary.
• Provide quality customer service in every interaction.
• Identify investigate analyze and resolve issues identified within the process.
• Monitor and process tickets in the ticketing system.
• Provide floor support for escalation and query resolution.

Required Technical and Professional Expertise

• Minimum 1 year of experience in recruitment standard methodologies (preferably in ITES / BPO / FA)
• Experience in building rapport and collaborating with Hiring Managers through the open requisition sourcing debrief and offer stages
• Expertise in sourcing through social media channels and other innovative sourcing channels
• Demonstrable experience in partner management and strength to hold difficult conversations with them
• Build expertise in deep domain knowledge understanding of business strategy and drive innovation

Preferred Technical and Professional Expertise

• Experience in direct sourcing and recruitment experience in a corporate or consultancy (RPO set up is preferred)
• Equipped with consultative instinct passionate about recruiting and not view the role as transactional
• Proficiency and experience in Applicant Tracking Systems (ATS) and Human Resources Information Systems (HRIS) will be an advantage
• Ambitious individual who can work under their own direction towards agreed targets/goals
• Proven change management and be open to it good time management and work under tight deadlines
• Demonstrated interpersonal skills while contributing to team effort by accomplishing related results as needed
• Maintain technical knowledge by attending educational workshops reviewing publications