Your Role and Responsibilities:

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.

This role requires strong leadership, stakeholder management, analytical thinking, and a continuous improvement mindset. You will act as a key point of contact for operational governance, team performance management, and service delivery excellence.

This role offers an excellent prospect to build expertise in HR Service Delivery, HR Shared Services, Employee Experience, Operational Excellence, and People Leadership. Candidates should be willing to work in a 24/7 service environment with rotational shifts, including night shifts, as required.

Key Responsibilities:




- 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.
- Accurately monitor and govern ticket queues, workload distribution, and case aging to ensure service commitments are achieved.
- Handle employee information with the highest level of confidentiality, professionalism, and compliance.
- Conduct root cause analysis of recurring employee issue

📌 Manager (Bengaluru)
🏢 IBM
📍 Bengaluru