Role & Responsibilities 1. Responsible to work on all the MIS tracker/data of HR like recruitment, joinings, employee database etc and update the record accordingly 2. Update various HR MIS on daily, weekly, monthly and annually 3. Responsible for maintaining and updating data within TAT 4. Generate and share reports/dashboards of Talent Acqusition, Attrition data in an accurate and timely manner.5. Provide strong reporting and analytical information supporting to the HR team 6. Provide recommendation to update current MIS to improve reporting efficiency and consistency 7. Managing the HR business MIS in excel for all the relevant records of employees 8. Will be responsible for transformation of all documents in digital platforms 9. Any other task as assigned by Head-HR/HOD

Requirements & Eligibility:Good communication skills (verbal and written).Must be willing to work a 9-hour rotational shift anytime between 7:00 a.m. to 10:00 p.m. (Sunday working required).Ability to handle pressure and adapt to work requirements.The candidate should be available to work from office.The Key Responsibility Areas will be:Call MonitoringProviding feedback for monitored calls.Preparing reports on quality and variance in calibrationsPerforming activities such as live audits, side-by-side barging, and floor walks to monitor the process and identify areas for improvement.Conducting sessions such as tape reviews, briefings, and calibrations for standardization.Initiating process improvement initiatives.Completing assignments given by the team.Receive and document customer complaints through various channels (phone, email, online platforms). Investigate the nature of each complaint to understand the issues raised.Analyze complaint data to identify trends, patterns, and root causes. Collaborate with relevant departments to gather information and insights.Maintain detailed records of customer complaints, investigations, and resolutions. Prepare and submit reports to management highlighting key findings and recommendations.Communicate with customers to acknowledge their complaints and provide updates on the investigation and resolution process. Collaborate with internal teams to facilitate effective communication and resolution.Work with relevant departments to develop and implement solutions to address identified issues. Ensure timely resolution of complaints while adhering to organizational policies and procedures.Identify opportunities for process improvement based on recurring complaints. Collaborate with teams to implement changes that prevent future complaints.Ensure compliance with industry regulations and standards in handling and resolving customer complaints.Monitor and evaluate customer satisfaction levels through feedback and follow-up surveys. Implement measures to enhance overall customer satisfaction and loyalty.Prepare regular reports for management summarizing complaint data, trends, and resolutions.Provide training to staff on effective complaint resolution techniques. Promote a customer-focused culture within the organization.You can share your resume on,WhatsApp 8779797282 Anjali Maurya Mail amaurya1@europ-assistance.in

Key Responsibility Areas:Understand the scope and coverage of Services Monitor performance & efficiency of team members, ensuring compliance with pre-set quality parameters so that the business can achieve the key metrics.Client ManagementPeople ManagementHandling Complaints & EscalationPreparing dashboard, reports as neededManaging Shrinkage and attrition.Analyzing individual performance of each team member and provide motivation to them to perform better.Knowledge, skills, and abilities:Outstanding customer service skills & Basic knowledge of telephonyExperience in Client management and managing day to day client requirement.Must have handled team size of minimum of 30 team member.Experience in managing voice + Chat or Email processes.Excellent verbal and written communication skillsExceptional organizational and time management skillsProficient in basic Microsoft applicationsAbility to work closely with other team members and departments