Wipro Job Openning for Senior Analyst at Pune

Wipro Job Openning for Senior Analyst
Wipro opening,exp(1-2 yrs), BPO/ITES /CRM/Transcription,Any graduate,Pune
Job Description
Serves as an escalation point for a Tier 1 CSR
Acts as a single point of contact between the SDC and HR Business Advisors once a case has been established from escalation through to closure of that case
Serves as a first point of contact for HR Business Advisors when 'high touch' is required
Liaises with HRBPs, HRBAs, SME, process experts, line managers, and employees when leading a case resolution
Escalates case to relevant Tier 3 SME when exceptions to process specific policies are required
Collaborates with HR Knowledge-base content manager as needed to ensure the knowledge base is updated and relevant
Meets periodically with the Service Delivery Manager, CMSs, CSRs, and PAs to periodically to identify case management operations improvement opportunities based on case management history trends
Provides support in answering process specific queries and related HR information requests that can not be fulfilled by a Tier 1 CSR or HR / Process Administrator
Is responsible for timely and accurate registration of case in tracking tool in order to enable complete and accurate case tracking and management
Participates in Case Management process improvement projects (operational excellence projects)
Mentors new Case Management Specialist and coaches CSRs in specific process areas
Maintains individual capabilities by completing mandatory training on SDC processes and systems
May delegate process specific query and information requests to HR / Process Administrator
Maintain service level agreements
Desired Candidate Profile
1.5 - 2 years of work experience.
Prior experience at a call center.
Excellent verbal communication skills.
Fluency in English/ German a must.
Should have good analytical skills.
Openness to working in a high volume, high stress environment.
Must be open to work in shifts.
Must be a graduate.
Experience:1 - 2 Years
Experience working in a HR functional area - internal or external focused. Any stream of HR such as payroll, benefits, recruitment etc.
Experience working with case management tools.
Location:Pune
Industry Type:BPO/ITES /CRM/Transcription
Functional Area:HR / Administration, IR
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