HUMAN CAPITAL
The Human Capital Offering Portfolio focuses on helping organizations manage and sustain their performance through their most important asset: their people. Centered on five core issues, this Portfolio signifies to the market that we see Human Capital as a topic critical to the C-Suite. As we go-to-market we will show our clients that we serve more than HR organizations – from the CEO to CFO, Risk Manager to Business Unit leader—and that we deliver on our issues and help create value for our clients.
Looking for a world of opportunities and a fulfilling career?
Work you’ll do
Service Delivery
Responsibilities and Accountabilities:
· Requires achievement-oriented attitude, expert technical knowledge and troubleshooting skills, good interpersonal and communication skills, business acumen, ability to work in different scenarios, expert knowledge of Contact center tools usage and flair to serve the customers with distinctive experiences.
· Works in a 24*7 support environment demonstrating excellent communication skills in a leadership role.
· Manage multiple projects/workstreams, independent decision-making, guiding policy development, and performing varied, non-standard tasks.
· Manage multiple clients and complex business cross cultural environment.
· Administer and maintain team staffing, rosters, SLA management, quality statistics, and performance metrics.
· Provide leadership with periodic metrics, analysis and reports along with continuous improvement plans.
· Coach / Mentor and motivate their team members to provide excellent service to customers. Define objective for team to maintain and exceed the goals.
· Maintain weekly meetings including regular Team Lead meetings. In addition, need to consistently hold one on one sessions to provide feedback and mentoring the team lead.
· Promote knowledge transfer initiatives for staff and customers.
· Manage Staffing, PTO schedules and skill update requirements for the team.
· Performance review of Team members.
· Ensure adherence to organization policies by all team members.
· Participate in Interviewing process / staffing decisions.
Key Deliverables:
· Establish a baseline and develop metrics for quality to set goals for new cycles.
· Monitor CSAT review and dispute, access request reports, transport updates, changes in ticket statistics and raise concerns with Senior management.
· Provide leadership updates on Service Level
· Coordinate and approve AM PTO requests and shift schedules to ensure adequate coverage and operational efficiency.
Continuous Improvement:
· Ensure high quality, optimal performance, met SLA margins by suggesting new products to improve efficiency and development plans for team to meet goals.
· Deployment of proactive initiatives to minimize issues and assist with problem elimination.
People Related Skills:
· Provide performance assessment for junior professionals
· Represent coachees effectively during appraisals
· Drive status reporting and quality processes within the project
Attributes Required:
Qualification
· Any Graduation/Post Graduation course
Experience
· 13-16 years (relevant experience in Helpdesk Support)
Certifications & Trainings:
· ITIL trained (or awareness of ITIL standards will be an added advantage)
Technical Skills:
· Proficient in 1 or more IT Service Management Tools (Service Now, JIRA etc.)
· Proficient in 1 or more Reporting Tools
· Proficient in MS Office Tools
· Proficiency in Industry knowledge
Soft Skills:
· Efficient in Time management to maintain a balance in emergency situations.
· Good verbal and written communication skill with emphasis on Business communication to interact with internal team and external clients.
· Good knowledge in team handling with Problem solving capability.
· Ability to guide and train the team members.
Location -Hyderabad
How you’ll grow
At Deloitte, we’ve invested a great deal to create a rich environment in which our professionals can grow. We want all our people to develop in their own way, playing to their own strengths as they hone their leadership skills. And, as a part of our efforts, we provide our professionals with a variety of learning and networking opportunities—including exposure to leaders, sponsors, coaches, and challenging assignments—to help accelerate their careers along the way. No two people learn in exactly the same way. So, we provide a range of resources including live classrooms, team-based learning, and eLearning. DU: The Leadership Center in India, our state-of-the-art, world-class learning Center in the Hyderabad offices is an extension of the DU in Westlake, Texas, and represents a tangible symbol of our commitment to our people’s growth and development. Explore DU: The Leadership Center in India
Benefits
At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.
Deloitte’s culture
Our positive and supportive culture encourages our people to do their best every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer comprehensive well-being programs and are continuously looking for new ways to maintain a culture that is inclusive, invites authenticity, leverages our diversity, and where our people excel and lead happy lives. Learn more about Life at Deloitte.
Corporate citizenship
Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships that we have with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloitte’s impact on the world.
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