Application Deadline : 11 Feb 2013
World Bank is seeking applications from the qualified candidates for the post of HR Service Delivery Coordinator. The job location is Chennai, India and this is professional & technical based job. Candidates should have excellent reading, writing, and listening skills.
Duties and Responsibilities :
Working under the overall direction of the Program Manager, HRSSC
- Resolves complaints and answers customer queries regarding services and procedures.
- Reviews Service Center operational practices for effectiveness and practicality; facilitates solutions as appropriate and necessary
- Ensures all staff are able to work from home, as needed, and conducts regular tests for service center Business Continuity.
- Clarifies and communicates key performance indicators and quality measures for HQ Service Center intake and process teams
- Observes and evaluates workers’ performance and makes recommendations to the Program Manager, Service Delivery.
- Trains and instructs Intake and Processing staff
- Communicates with other departments and management to resolve problems and expedite work.
- Interprets and communicates work procedures and company policies to staff.
- Helps workers in resolving problems and completing work.
- Produces daily service reports and communicates team achievements
- Regularly monitors email responses to ensure appropriate messaging and make improvements where necessary.
- Regularly monitors work flow to ensure timely responsiveness to staff inquiries and to facilitate operational achievement of SLA’s and KPI’s
- Administers ongoing job rotation and training to enhance employee development and growth opportunity
- Facilitates and monitors service center team daily scheduling to ensure appropriate levels of team coverage each day and during peak periods
Qualifications and Experience :
- Masters Degree in Human Resources, management, behavioral sciences, or other related field.
- Minimum of 3 years experience in an HR Service Delivery, Call Center or Customer Service environment
- Knowledge of HR, Compensation and Benefits Service Delivery a plus
- Ability to determine priorities based on the requirements of the business and quickly adapt an approach for necessary HR Service Center change
- Ability to effectively communicate Service Center issues / recommendations to management both within and outside of HQ HRSSC Team
- Ability to facilitate the team’s capability to accurately and timely fulfill the requirements of the HQ Service Center processes
- Excellent communications skills • Excellent reading, writing, and listening skills
- Ability to develop / maintain business relationships necessary for the team to fulfill service delivery requirements
- Flexibility to respond to numerous requests
- PeopleSoft, Telephony, and Case Management application skills a plus
- Well developed team skills, unquestioned integrity, and the experience, confidence and presence to effectively handle interpersonal relationships and sensitive HR issues
- Demonstrated ability to lead a team to achieve greater service levels; experience in creating and achieving team performance metrics to ensure strong client satisfaction a plus
- Ability to work any shift, including night shifts, as permanently assigned and/or on a temporary basis.
For more information visit this link.
