Assistant Manager (HR Contact Center)

About the role

As an Assistant Manager – HR Contact Center, you will be responsible for leading HR Contact Center operations, ensuring high-quality service delivery, operational excellence, employee satisfaction, and adherence to service commitments. You will oversee the resolution of HR-related employee queries across calls, emails, and chat while supporting the team in managing escalations, driving process improvements, and achieving operational objectives.

What you'll do

• Lead day-to-day HR Contact Center operations and ensure consistent delivery of high-quality employee support through calls, emails, and chat
• Provide guidance and support to team members in resolving employee queries, complex cases, and operational escalations
• Ensure timely and accurate resolution of employee inquiries related to HR policies, benefits, employee lifecycle events, and HR processes
• Monitor service delivery performance against defined SLAs, quality standards, productivity metrics, and operational targets
• Review and manage escalated employee cases and drive timely resolution through effective stakeholder collaboration

What you need

• 6–8 yrs of experience
• Voice process
• Customer service
• Escalation handling
• MS Office
• Six Sigma
• Employee engagement
• MBA

Good to have

• Root cause analysis
• HR operations
• PowerPoint
• Performance management