Customer Contact Comms Senior Analyst

Role details

Qualifications and experience

• Any graduation is required.
• The role requires 5 to 8 years of experience.
• Customer service technology is identified as the primary skill at P4 level.
• Good email and chat process skills and typing ability are preferred.

What would you do

• Lead HR service delivery operations and manage a team to ensure SLA adherence, operational excellence, and customer satisfaction.
• Act as a subject matter expert for Workday Payroll and Talent Management processes.
• Handle escalations, stakeholder management, and continuous process improvement initiatives.
• Manage end-to-end HR operations and service delivery.
• Lead and coach teams and handle performance management and development.
• Drive SLA/KPI achievement, quality, productivity, and process improvements.
• Manage client interactions, escalations, and stakeholder communication.