Deputy Unit Manager - Human Resources

Job Purpose • To own end to end operations around launch, operationalization and improvement of Offer Decline project • Guide & assist the team in closing the monthly calling targets • Reporting of call outcomes Duties and Responsibilities A.
 HR Contact centre: • Conceptualize and plan towards launch of the Offer Decline project • Managing the platforms used for HRCC • Train HRCC agents on a regular basis • Managing team queries regarding the work assigned • Assigning/ Allocation the activities and rostering the team to ensure adequate capacity is maintained • Managing escalation • Process enhancements w.
r.t. work flow, systems & portals • Quality check to ensure standard & consistent performance of all agents Key Decisions / Dimensions • Allocation of campaigns to HRCC agents • Roster for HRCC team • Ad-hoc requests from TA team for joiners OR from HRPs for IJP release Major Challenges • System outbreak due to network issue, API issue, Data Mart, CRM.
• Connecting with technical team for quick response on the issue / outbreak.
• Managing roster of the Contact Centre team to ensure adequate capacity Required Qualifications and Experience a) Qualifications Graduate / Post Graduate in any field b) Work Experience • Total work experience of 3-5 years.
• Team-handling experience of 1-2 years.
• Managing of the reports extracted from the dialer.
Good in excel.
• Solution oriented approach.
• Understanding of the commercials (per call, per agent basis) • Responsible for the team’s productivity.
• Planning of the resources as per the call flow / time frame.
• Rostering of the resources.