Customer Success Specialist - Work from Home - Voice Process Jobs

Job Description

Conducting the final Interviews: Schedule and conduct "Culture and Fitment" interviews with candidates who have progressed to this stage of the hiring process. Create an interview framework that includes questions focused on assessing culture and fitment. These questions should explore candidates' values, working style, teamwork abilities, adaptability, and alignment with the company's core values.

Pre-joining Engagement: Implement pre-joining engagement strategies to build rapport and set the stage for a successful onboarding experience.

Onboarding Support: Assist new hires in their transition by providing guidance, resources, and answering their queries. Help them understand company policies, procedures, and culture to facilitate a smooth onboarding experience.

Support for Hiring Managers: Collaborate closely with hiring managers to understand their needs, expectations, and challenges. Offer guidance on best practices for managing and developing their teams effectively.

Identify Employee Support Needs: Assess the progress and performance of new hires and identify areas where additional support may be required. Provide constructive feedback to both new hires and hiring managers to address any gaps and promote improvement.

Performance Tracking: Implement performance tracking mechanisms to monitor and evaluate employee performance. Create and maintain performance dashboards (30-60-90 day) which will provide more insights to hiring managers and GBS management.

Discipline Issues: Address discipline issues and policy violations, working in conjunction with HR and legal departments to ensure proper procedures are followed. Provide guidance and support to managers in handling disciplinary actions appropriately.

Confirmation and Professional Development: Collaborate with hiring managers and HR to manage the confirmation process for new hires. Facilitate professional development opportunities, such as training programs, workshops, and mentorship initiatives, to foster employee growth and enhance skills.

Engagement and Retention: Implement strategies and initiatives to boost employee engagement and retention together with their managers. Regularly assess employee satisfaction, identify areas of improvement, and work with their managers to develop action plans to enhance overall employee experience.

Partnerships and Collaboration: Build partnerships with various Business Units and HR functions to deliver comprehensive support aligned with the organization's business objectives. Collaborate with cross-functional teams to address specific needs and challenges.

Support to HR Team: Provide support to the HR team in various initiatives, such as policy development, employee surveys, talent management, and organizational development. Share insights and feedback from new hires and hiring managers to contribute to HR strategies and decision-making.

Exit Management: Conducting exit interviews, assist employees in completing separation documentation, manage offboarding procedures and full and final settlements.

Key Performance Indicators or KPI’s
 

• Customer NPS
• Customer Health Score – measure the likelihood of growing the existing Headcount in the BU
• Customer Referral Rate – Percentage of customers engaged in giving referrals to other departments/Bus, how many are engaged in case studies, webinars etc
• Cross selling within BU – To be able to increase EBUS (Existing Business) by reach outs to other Departments and creating opportunities for GBS
• Customer Onboarding Duration – How long does it take for GBS to onboard new managers/BUs – Labor laws, attendance and leave policy etc
• First Contact Resolution Rate - The first contact resolution rate measures how many of your customers got their inquiries resolved during the first interaction with GBS
• CES (Customer Effort Score) - This is a service metric that measures how much effort customers put in to interact with GBS
• Involuntary turnover rate, Voluntary turnover rate, Candidate Backout Rate