About the company
At HelloConnect, you will be part of a dynamic team in Inoza tower, BGC that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence.
Responsibilities
- Manage end-to-end employment life cycle data processes, including talent administration such as interview scheduling, background check, pre-boarding, and comprehensive employee lifecycle data management processes, from onboarding, time tracking, job changes, reference, and documentation, offboarding.
- Ensure real-time data reflection regarding production and utilization. Conduct regular volume and workload assessments, oversee case management/routing, and ensure all requests are answered and closed timely according to SLA and quality standards.
- Serve as the functional Subject Matter Expert (SME) and the primary point of escalation for the team, proactively resolving intricate inquiries, technical and non-technical challenges, and process bottlenecks.
- Monitor team utilization to ensure consistent adherence to Service Level Agreements (SLAs) and Quality Standards and Customer Satisfaction.
- Formulate, establish, and maintain structured training methodologies—encompassing live instructional sessions, foundational onboarding programs, operational briefings, process evaluations in alignment with Training and Quality Team.
- Responsible for driving daily operational alignment, managing workflows, and proactively addressing process issues or concerns with onshore partners.
- Maintain and meet the standard target of accuracy and efficiency rate for both personal and team-wide output.
- Own and discuss issue logs with onshore partners, providing tangible actions and resolutions on a regular basis.
- Maintain, update and revise as needed the monitoring tools, trackers, and reports to derive actionable insights.
- Prepare, review, and perform gap analysis on status reports, using insights to drive operational efficiency and workload management.
- Govern quality assurance and service delivery standards by cultivating cross-functional collaboration to consistently achieve or surpass established Service Level Agreements (SLAs), stakeholder management objectives, and organizational key performance indicators or objective key results.
- Serve as the primary point of escalation to management, providing real-time feedback on SLA performance and operational risks.
- Maintain 100% compliance with Data Privacy/GDPR and all relevant company privacy policies.
- Foster a culture of innovation by driving CI ideas from team members. Act as the CI champion.
- Provide substantive contributions to the authoring, revision, and dissemination of Standard Operating Procedures (SOPs), knowledge base documentation, operational aids, and digital workflow platforms.
- Conduct RCA on escalated operational issues and implement tangible, long-term solutions.
- Cultivate a professional environment characterized by collaboration, innovation, and the delivery of exceptional customer service through strategic leadership.
- Inspire, support, mentor, and lead personnel regarding daily operational tasks and comprehensive performance management.
- Formulate and deliberate upon definitive performance objectives for all team members.