ADCI Karnataka Hiring for Sr. Administrator, CTK at Bengaluru, Karnataka Full Time

Full Job Description
College graduation is mandatory2 years as a SME in International Contact Center (Voice/Chats) in a corporate environmentExcellent written/spoken English skills with an ability to compose grammatically correct, concise and accurate written responsesExcellent interpersonal skills, with the ability to communicate complex issues correctly and clearly to both internal and external customersDemonstrated ability to work independently and make complex decisions with little to no guidanceDemonstrated ability to analyze problems logically and commit to change and process improvement (applying KAIZEN & LEAN methodologies)Strong research and Root-Cause AnalysisMust have a consistent record of exceeding KPI expectationsExemplify high judgementHigh degree of process knowledgeProven experience working cross-functionally to solve complex problemsExperience managing confidential and sensitive employee information and adherence to strict confidentiality standards
Job summary
Job summary
Centralized Timekeeping (CTK) team is dedicated to customer response and provides a variety of Time & Attendance services via calls & chat. The Process Lead plays a critical role in customer issue resolution via calls & chats, as well as the continuous learning and improvement of the larger CTK organization.
Process Leads are subject matter experts who handle the most complex cases. They apply their deep functional knowledge combined with their excellent judgement skills to make decisions about the best course of action in ambiguous cases where the correct path is unclear. They are relentlessly customer obsessed and do whatever is necessary to drive the best customer experience. They demonstrate ownership in everything they do, including owning issues to resolution, owning the customer experience that CTK provides, and owning the larger success of CTK organization. They have a relentlessly high bar and help to create the best processes and experiences for our customers. They work with leadership to identify and close gaps in our service, including learning gaps and broken processes. They work with Front-line to build up their knowledge, improve their resources, and help them provide the best service possible to our customers. They are role models and help grow the next layer of CTK experts. They work closely with our partner teams, creating and maintaining positive working relationships.

Key job responsibilities
Process Lead acts as subject matter expert for Class & Chats related to Time & Attendance related issues (e.g., Punches, Pay-codes, Payroll Corrections, etc.)Take ownership of complex and escalated calls/chats identify root-cause and build corrective actions. They conduct extensive research and use their subject matter expertise to drive the right solution.They advocate for their customers and escalate issues as necessary to ensure quick resolutions.Recommend changes to policies, SOPs, FAQs, scripts, and training to assist Front-line in the resolution of contacts.Attend Front-line meetings to share best practices and assist in the ongoing learning and development of their Front-line teammates.Escalate high impact/mass issues to managementResponsible to provide deep dive research and analysis for initiating process improvementsDrive appropriate data-oriented analysis, adoption of technology solutions and process improvement projects to achieve operational and business goalsShifts: The job involves working in a 24/7 environment including night shifts and the shifts are decided based on the business requirementCollege graduation is mandatory2 years as a SME in International Contact Center (Voice/Chats) in a corporate environmentExcellent written/spoken English skills with an ability to compose grammatically correct, concise and accurate written responsesExcellent interpersonal skills, with the ability to communicate complex issues correctly and clearly to both internal and external customersDemonstrated ability to work independently and make complex decisions with little to no guidanceDemonstrated ability to analyze problems logically and commit to change and process improvement (applying KAIZEN & LEAN methodologies)Strong research and Root-Cause AnalysisMust have a consistent record of exceeding KPI expectationsExemplify high judgementHigh degree of process knowledgeProven experience working cross-functionally to solve complex problemsExperience managing confidential and sensitive employee information and adherence to strict confidentiality standards