HR Assistant II

Role Overview

This position is responsible for supporting daily operations through continuous communication with site operations, senior leadership, content teams, technology teams, and other internal clients. The focus is on real-time monitoring within a call center environment, especially service level metrics, volume-related data, and occupancy management.

Key Responsibilities

• Oversee real-time call center monitoring emphasizing service level (SL), volumes (offered, incoming, handled), outsourcing rates, and email backlog sizes.
• Conduct root cause analysis (RCA) reports for any service disruptions.
• Detect anomalies affecting service levels and candidate experience, alert vendor partners, and recommend corrective measures.
• Promptly identify and escalate outages, undertake troubleshooting to determine impacted areas and extent.
• Comprehend queue and routing structures, execute skill blending and modify profiles when required.
• Configure Priority Queue (PQ), Visibility Threshold (VT), and Preserve Avail (PA) settings based on service level and occupancy indicators.
• Administer occupancy management tasks, including decisions on voluntary time off (VTO) and approvals for non-productive time (NPT).
• Manage AUX states and non-compliance issues, escalate to Planning and Vendor teams accordingly.
• Perform intraday reporting activities, including managing call-outs.
• Review and update Standard Operating Procedures (SOPs); develop new SOPs from incident learnings and daily operations.
• Communicate effectively by summarizing daily performance and addressing leadership inquiries with appropriate root cause analyses.
• Handle user profile management encompassing onboarding, offboarding, access control, and reconciliation processes.

Candidate Requirements

• Minimum six months of experience in customer service roles.
• At least six months of proficiency with Microsoft Office applications.

Preferred Qualifications

• One year of experience in customer service.
• One year of workforce management experience, particularly real-time monitoring within call center settings.
• One year of extensive use of Microsoft Office tools.