Assistant Manager (HR Contact Center)
IBM · Posted Nov 5
Hybrid cloud, artificial intelligence, enterprise software, quantum computing, and IT consulting services
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About the role
IBM Consulting's BPO organization supports clients' HR service delivery and employee experience operations. The role leads day-to-day HR Contact Center operations across calls, emails, and chat, including escalations, SLAs, quality, and team coaching. It also drives process improvements, knowledge management, and operational governance in a 24/7 global service environment.
What you will do
- Lead day-to-day HR Contact Center operations and ensure consistent delivery of high-quality employee support through calls, emails, and chat.
- Provide guidance and support to team members in resolving employee queries, complex cases, and operational escalations.
- Ensure timely and accurate resolution of employee inquiries related to HR policies, benefits, employee lifecycle events, and HR processes.
- Monitor service delivery performance against defined SLAs, quality standards, productivity metrics, and operational targets.
- Review and manage escalated employee cases and drive timely resolution through effective stakeholder collaboration.
- Accurately monitor and govern ticket queues, workload distribution, and case aging to ensure service commitments are achieved.
- Handle employee information with the highest level of confidentiality, professionalism, and compliance.
- Conduct root cause analysis of recurring employee issues and implement corrective and preventive actions.
- Identify opportunities for process optimization, automation, and continuous improvement to enhance employee experience and operational efficiency.
- Support quality audits, compliance reviews, governance activities, and operational reporting requirements.
- Drive knowledge management initiatives and ensure process documentation remains accurate and up to date.
- Coach, mentor, and support team members to improve capability, performance, and service quality.
- Monitor team performance and contribute to employee development, engagement, and recognition initiatives.
- Support transition activities, process changes, and business transformation initiatives as required.
- Support employees across multiple regions and time zones in accordance with established global service standards.
Skills used in this role
What the employer is looking for
- Graduate or Postgraduate degree (MBA in Human Resources preferred).
- 6–8 years of experience in HR Contact Center, HR Operations, HR Shared Services, Employee Services, or HR Service Delivery within an international IT/ITES organization.
- Strong experience handling HR-related employee queries through inbound calls, chat, and email channels.
- Experience managing escalations, service delivery metrics, and stakeholder expectations.
- Proven experience leading teams, providing floor support, or mentoring team members in an HR Contact Center environment.
- Strong experience with ticketing systems, HR service management platforms, and case management tools.
- Ability to proactively identify risks, prioritize competing demands, and ensure effective issue resolution.
- Experience driving process improvements, operational excellence initiatives, and customer experience enhancements.
- Strong understanding of HR processes, employee lifecycle transactions, and HR service delivery models.
- Excellent verbal and written communication skills in English.
- Strong customer service and employee-centric mindset.
- Exceptional stakeholder management and relationship-building skills.
- Strong analytical, problem-solving, and decision-making capabilities.
- Ability to manage escalations and resolve complex employee issues with professionalism and empathy.
- Strong leadership, coaching, and mentoring capabilities.
- Advanced proficiency in MS Office applications, particularly Excel, Word, and PowerPoint.
- Strong attention to detail and commitment to accuracy.
- Ability to manage multiple priorities in a fast-paced operational environment.
- Strong organizational, planning, and project coordination skills.
- Experience analyzing trends and operational metrics to drive business decisions.
- Ability to work effectively in a collaborative and global environment.
- Exposure to workforce management, service delivery governance, or operational reporting.
- Experience supporting process transitions, change management, or transformation initiatives.
- Knowledge of continuous improvement methodologies such as Lean, Six Sigma, or process optimization frameworks.
- Demonstrated ability to drive employee engagement, knowledge-sharing, and team development initiatives.
- Commitment to continuous learning through professional development and industry best practices.
Benefits and support
- Compensation and benefits are detailed in the job posting
About IBM
International Business Machines Corporation (IBM) is a global technology and consulting company that provides hybrid cloud, artificial intelligence, and enterprise infrastructure solutions. Operating in over 175 countries, IBM helps businesses across industries modernize operations, secure data, and drive digital transformation through platforms like watsonx and Red Hat OpenShift. Founded over a century ago, the company remains a pioneer in high-performance computing, enterprise automation, and quantum technology.
- Industry
- Information Technology
- Company size
- 260,000+ employees
- Founded
- June 16, 1911
- Location
- Armonk, New York, USA
- Funding stage
- Public Company
Funding
Public Company · $3.5B raised
- ·Post Ipo Debt$150M
Leadership
Chairman, President and Chief Executive Officer
Senior Vice President and Chief Financial Officer
Senior Vice President, Software and Chief Commercial Officer
Senior Vice President, IBM Consulting
Senior Vice President, Marketing and Communications
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