Human Resources Manager
Kawader For Recruitment
Total years of experience :12 years, 4 Months
- Recruit and coordinate interviewing, references, and documentation for staff hiring.
- Interview applicants about their experience, education and skills.
- Work with employees to answer benefits questions and assist in processing life events and open enrollment elections .
- Conduct new hire orientation and benefits orientation to build a strong foundation for new employees and increase employee engagement.
- Coordinate exit process for departing employees.
- Coach management and teams to promote and facilitate career growth and development.
- Conduct new employee orientations.
- Prepare organizational charts, and other templates and forms.
- Compiling and recording personnel records, including employees' addresses, compensation and absences, as well as tracking employee performance and recording any issues.
- Provide administrative support to both Human Resource and Payroll teams.
- Assist in the development, documentation and implementation of internal quality control procedures.
- Monitors employees to ensure call quality and consistency throughout vendor space.
- Monitors quality of video conference calls as they are being held .
- May provide feedback and coaching to business to enhance customer experience.
- Manage/Coordinate on-going projects, acting as main contact with other departments, and communicating regularly with department management regarding projects or initiatives.
- Creates and maintains Call Center’s process documentation .
- Track information and trends and report information to management .
- Audit work completed by functional positions.
- Make sure that the CC representative abide by customer service rules & guidelines .
- Make sure that CC representative adheres to break time, shift time etc.
- Resolve agent and customer issues in order to achieve department KPI’s .
- Follow up on all quality monitoring cases and make sure that it is discussed with agents and take the needed actions for repeated cases .
- Provides customer satisfaction to both internal and external customers and strives to continuously improve service delivery over the phone according to company policies & guidelines.
- Supports and provides superior service via phones, e-mails and faxes as a receiver and caller.
- Resolves and inputs provider/client requests into tracking system according to established guidelines.
- Makes decisions within monetary grant of authority to resolve customers’ issues and complaints .
- Understands the impact of attitude in handling calls professionally and deal with job stress, angry callers, and upset customers.
- Uses an effective approach to handle special telephone tasks like, call backs, holds, interruptions, and unintentional disconnects.
- Maintain customer service interaction over the telephone according to company policies & guidelines.
- Ensure the quick and efficient resolution of customers queries.
- Communicate with the customer to update with accurate information and welcome aboard packages for new customers.
- Ensure proper behavior and discipline is maintained, and attendance is punctual and regular.
- Ensure the reputation of the company is safe guarded at all times.
- Ensure up-to-date knowledge of latest products & developments in the company and the cellular industry and implementation of them when required.
- To support the team leader in ensuring that operational effectiveness and customer service levels are maximized and undertaking required delegated tasks to the highest standards.
