IBM

Sr Process Analyst - Contact Center

Posted On

Sept. 23, 2024

Location

Bangalore, Karnataka

Experience Level

Entry Level

Job Type

Permanent

Apply By

Nov. 22, 2024

Job Description

Introduction
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. To lead in this new era of technology and solve some of the world's most challenging problems.

Your Role and Responsibilities
As a Senior Service Associate -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.
If you thrive in a dynamic, collaborative workplace, IBM provides an environment where you will be challenged and inspired every single day. And if you relish the freedom to bring creative, thoughtful solutions to the table, there's no limit to what you can accomplish here.

Responsibilities :

Receive inbound calls, e-mail & chats from customers and answer questions and respond to their queries
Educate and document enquirers on processes whenever necessary
Provide quality customer service on every interaction
Identify, investigate, analyze, and resolve Issues identified within process
Monitor and process ticket in ticketing system.
Provide floor support for escalation and query resolution

Required Technical and Professional Expertise

Graduate / Post Graduate in any stream
Excellent communication skills in English both oral & written
2-3 years in HR Contact Centre for any International IT / ITES Company
Has good knowledge on handling HR Contact Centre Operations related queries over Inbound Calls, Chat & E-Mail
Strong knowledge of MS Excel & Word
Ability to pre-empt potential issues and reprioritize work to meet ever changing needs of customers both internal and external; proactively follows up with key customers on resolution and action plans
Ability to think through complex issues and situations and develop robust, well thought out solutions which meet the need of the business
Effectively Works with Others - Works well with internal customers and external suppliers and can positively influence others in problem solving and work process improvements
Excellent Customer Service skills – ability to communicate to all people at all levels within the organization. Must have the ability to resolve difficult customer service issues
High degree of numeracy skills with meticulous attention to details
Team work – the ability to work well within the team is key to this role

Preferred Technical and Professional Expertise

Ambitious individual who can work under their own direction towards agreed targets/goals.
Ability to work under tight timelines and have been part of change management initiatives.
Proven interpersonal skills while contributing to team effort by accomplishing related results as needed
Enhance technical skills by attending educational workshops, reviewing publications etc.

About Business Unit

IBM Services is a team of business, strategy and technology consultants that design, build, and run foundational systems and services that is the backbone of the world's economy. IBM Services partners with the world's leading companies in over 170 countries to build smarter businesses by reimagining and reinventing through technology, with its outcome-focused methodologies, industry-leading portfolio and world class research and operations expertise leading to results-driven innovation and enduring excellence.

This job requires you to be fully COVID-19 vaccinated prior to your start date and proof of vaccination status will be required before your start date. During the Onboarding process you will be asked to confirm your vaccination status, in case you are unable to get vaccinated for any reason, you can let us know at that stage. Please let us know if you are unable to be vaccinated due to medical or religious reasons. IBM will consider such requests on a case by case basis subject to submission of required proof by the candidate before a stipulated date.

Your Life @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

About IBM

IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Location Statement

When applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience.

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBM

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Jobs at Bangalore

KPMG

Technology Consulting-DT Cyber Defe…

KI Professional

Bangalore, Karnataka

Sr Process Analyst - Contact Center Apply Now

Job Description

Responsibilities :

Jobs at Bangalore

More Jobs at IBM

Actively Recruiting Companies at Bangalore, Karnataka

Sr Process Analyst - Contact Center