SME (Subject Matter Expert)

Job Code # 163

Job Location-  Bangalore

Salary- 6 LPA to 12 LPA

Key skills-
a) Min 5 Years of Experience in HR Helpdesk
b) Min 1 Year of Experience as an SME
c) Any Graduate

Job Description-
• Minimum Experience of 1 years dealing with End customers is required.
• Should have managed an HR Helpdesk team of around 20-25 FTE.
• Should possess the ability to manage escalations, manage processes, and guide peers on HR transactions and help them achieve high accuracy and timeliness.
• The role also requires the incumbent to interface with clients and help resolve and eliminate causes of operational issues that may arise.
• Should have an understanding of HR functions like Payroll & Employee data management.
• Preferably experienced in transition of helpdesk and documentation of SOPs.
• Skilled in understanding client needs, fostering communication, and delivering solutions that exceed expectations.
• Strong ability to collaborate cross-functionally to ensure seamless service delivery and client retention.
• Known for exceptional interpersonal skills, strategic problem-solving, and a commitment to enhancing client experience through proactive engagement and support.
• Monitored team performance through regular reviews, coaching, and feedback sessions to drive continuous improvement and maintain high levels of customer satisfaction.
• Developed and delivered training programs to upskill team members, enhancing their product knowledge, communication skills, and problem-solving abilities.
• Created detailed reports on team performance, customer feedback, and operational metrics, presenting findings to senior management and recommending strategic improvements.
• Team Handling
• Excellent Communication Skills
• MS Office & Excel Skills
• Inbound and Outbound call-handling skills
• Telephone and email etiquette