HR Assistant II

We are seeking a knowledgeable and detail-oriented individual to support the day-to-day operations in a call center environment. The role involves real-time monitoring, communication with internal teams, and managing various operational metrics to ensure optimal performance and candidate experience.

• Maintain constant communication with site operations, senior leadership, content team, technology teams, and other internal clients on the status of real-time metrics.
• Identify irregularities affecting service levels and candidate experience, notify vendor partners, and advise on mitigation actions.
• Conduct timely discovery and escalation of outages, including troubleshooting and escalating issues to the tech team as necessary.
• Understand queues/routing profiles and perform skill blending and profile modification as required.
• Set up Priority Queue (PQ), Visibility Threshold (VT), and Preserve Avail (PA) based on service level and occupancy performance.
• Manage occupancy, including VTO decisions and NPT approvals.
• Manage AUX states/non-adherence and escalate to Planning & Vendor teams.
• Provide intraday reporting, including call-outs.
• Review existing SOPs and prepare new SOPs to document learnings from incidents and daily events.
• Communicate effectively (verbally and written), summarize daily performance, and handle leadership queries with appropriate root cause analysis.
• Manage user profiles, including on-boarding, off-boarding, access management, and reconciliation.

• 6 months of customer service experience.
• 6 months of Microsoft Office products and applications experience.

• 1 year of customer service experience.
• 1 year of Workforce Management (Real-Time Monitoring) experience in a call center environment.
• 1 year of Microsoft Office products and applications experience.

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