Vasutti Services Ltd

Hyderabad, Telangana

1. To be the first level of Interface between HR & Operations for all HR related Initiatives and Query handling 2. Handle all queries, grievances, and escalations from employees and ensure the same is resolved within committed timelines 3. Provide HR Policy guidance and Interpretation to employees for a resolution to queries on existing policies, salary, Mediclaim, insurance claims, etc. 4. Provide adequate support and guidance to the employee in case of any medical requirements/emergencies in co-ordination with respective departments 5. Ensure adherence to disciplinary policies existing in the organization by employees 6. Implementation of HR initiatives such as HR Forums, PMS, Employee Satisfaction surveys, etc. effectively 7. Ensure Employee listening activities are planned, organized & conducted every quarter Critical competencies: - Delivers Customer Service - Engaging Communication - Builds Collaborative Relationships - Takes initiative to deliver team objectives - Maintains Composure - Prior HR experience preferred two years

and Responsibilities Leading the team of advisors and ensuring the operational metrics have been adhered Ensure the capacity thru hiring and managing all People Connect initiatives Ensuring that self & advisors are well training in resolving all the queries/requests/complaints of the customers Responsible for end-to-end performance of the team Works through all functions and Managers to achieve desired business KPIs like SLs, CSAT/Quality/Shrinkage, and AttritionCritical Competencies: Should have 1yr experience as TL/Acting TL. High level of interpersonal skills/People connect Display a high level of responsibility towards the team

Responsible for one or more queues. Responsible to deliver performance through continuous improvement by effective coaching and mentoring the Team leaders Constant engagement with the team, learning and demonstrating the right behavior of taking ownership of self and the team to enhance the customer experience Leads, inspires and motivates a multi-functional team to deliver world-class customer service Ensures customer and client escalations and complaints are dealt with in an effective manner Works through all functions and achieves desired business KPIs like SLs, CSAT/Quality/Shrinkage, and Attrition Review and track team attendance, performance, and schedule adherence Provides relevant internal and external reports as per the business unit requirements Analysis of operational data by identifying and highlighting trends to the team and coaching the team on an ongoing basis for continual improvement Leads by example in driving the culture of the organizationCritical Competencies: Has managed a large team of >200 in a contact center environment High level of ownership Understanding the capacity Management Highly self-motivated Handling and resolving conflicts Quality assurance knowledge High level of interpersonal skills/People connect