Sr. Process Analyst (HR Contact Center)

About the role

In this role, you will work for IBM BPO, part of IBM Consulting, which accelerates digital transformation through agile methodologies, process mining, and AI-powered workflows. You will collaborate with clients across multiple industries to support their hybrid cloud and AI transformation journeys.

What you'll do

• Collaborate with clients across multiple industries to support their hybrid cloud and AI transformation journeys
• Help deliver measurable business outcomes and exceptional employee experiences
• Be supported by mentors and leaders who encourage innovation, challenge conventional thinking, and foster professional growth
• Be responsible for managing employee HR-related queries through multiple channels, including calls, emails, and chat, while ensuring exceptional service delivery
• Serve as a subject matter resource for the team and assist in maintaining service quality, compliance, and productivity standards

What you need

• 3–5 yrs of experience
• Voice process
• Customer service
• MS Office
• Communication
• Ticketing tools
• Escalation handling
• MBA

Good to have

• HR operations
• PowerPoint