Human Capital
Our Human Capital team helps Deloitte client service teams support value creation through people performance. We guide teams in reimagining work, the workforce, and the workplace across the enterprise, and help in transforming HR functions with AI and emerging technology. With the rapid pace of change in today's world, you will help provide insights and enable delivery to address questions such as: How do organizations access, develop, and motivate their workforce? What should the AI strategy be for the HR function? Do they have the right organization and culture to enable performance? Join our team to help make work better for humans and humans better at work.
Position Summary
Level: Assistant Manager/ Deputy Manager
As an experienced Associate, you will be responsible for individually delivering high quality work products within due timelines.
Work you’ll do:
- 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.
- 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
- Manage Staffing, PTO schedules and skill update requirements for the team
- Ensure adherence to organization policies by all team members.
- Participate in Interviewing process / staffing decisions.
The Team:
Our Insights, Innovation & Operate Offering is designed to enhance key aspects of our clients' businesses by leveraging cutting-edge technology, data, and a blend of deep technical and human expertise. We innovate and deliver creative, industry-specific solutions that streamline operations and accelerate speed-to-value.
Qualifications
Must Have Skills/Project Experience/Certifications:
- 8-13 years (relevant experience in Helpdesk Support)
- Proficiency in Microsoft Office applications (Outlook, Excel, Word, PowerPoint).
- ITIL trained (or awareness of ITIL standards will be an added advantage
- Proficient in 1 or more IT Service Management Tools (Service Now, JIRA etc.)
Good to Have Skills/Project Experience/Certifications:
- Strong analytical and problem-solving skills
- Excellent written and verbal communication skills
- Ability to train and mentor junior staff.
- Strong organizational skills and attention to detail.
- Ability to work independently and as part of a team.
Education:
- B. Com / BBA / BCs similar 3 or 4 year graduate course
Location:
- Hyderabad
Shift Timings:
- Rotational Shifts/Night Shift/ Day Shift and weekend (as per the business demands)