Assistant Manager - HR Contact Center

IBM; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

IBM in Bengaluru, India, seeks an Assistant Manager HR Contact Center to lead HR support across calls, chat, and email, ensuring high-quality employee experience and strict adherence to service commitments.

You will guide a multi-region team, drive process improvements, and cultivate governance, reporting, and knowledge management while operating in a 24/7 environment with rotational shifts.

Qualifications

• Graduate or postgraduate degree (MBA in HR preferred).
• 6–8 years of experience in HR Contact Center or HR Service Delivery within an international IT/ITES organization.
• Proven experience managing escalations, service delivery metrics, and stakeholder expectations.
• Experience with ticketing systems and HR service management platforms.

Responsibilities

• Lead day-to-day HR Contact Center operations and ensure high-quality employee support.
• Guide team in resolving queries, complex cases, and escalations.
• Ensure timely resolution of inquiries related to HR policies, benefits, lifecycle events, and processes.
• Monitor service delivery against SLAs, quality standards, and metrics.
• Review escalated cases and drive timely resolution with stakeholders.
• Manage ticket queues, workload distribution, and case aging.
• Handle employee information with confidentiality and compliance.
• Conduct root cause analysis and implement corrective actions.
• Identify opportunities for process optimization and automation.
• Support quality audits, governance, and reporting requirements.
• Drive knowledge management and keep documentation up to date.
• Coach and mentor team members to improve performance and service quality.
• Support transitions, changes, and transformation initiatives.
• Support employees across regions and time zones per global standards.

Skills

Leadership

Stakeholder management

Communication

Analytical thinking

Problem solving

Coaching & mentoring

Change management

MS Excel

MS Word

PowerPoint

Education

MBA in HR

Tools

MS Excel

MS Word

PowerPoint

Job description

Introduction:

A career in IBM Consulting embraces long-term relationships and close collaboration with clients across the globe. In this role, you will work for IBM BPO, part of IBM Consulting, which accelerates digital transformation through agile methodologies, process mining, and AI-powered workflows.

You will collaborate with clients across multiple industries to support their hybrid cloud and AI transformation journeys. Through IBM's strategic partner ecosystem and technology platforms, including IBM Software and Red Hat, you will help deliver measurable business outcomes and exceptional employee experiences.

At IBM Consulting, curiosity and continuous learning are key to success. You will be supported by mentors and leaders who encourage innovation, challenge conventional thinking, and foster professional growth. Our culture emphasizes collaboration, empathy, and continuous development while valuing the unique skills and perspectives every employee brings to the organization.

Your Role and Responsibilities:

As an Assistant Manager HR Contact Center, you will be responsible for leading HR Contact Center operations, ensuring high-quality service delivery, operational excellence, employee satisfaction, and adherence to service commitments. You will oversee the resolution of HR-related employee queries across calls, emails, and chat while supporting the team in managing escalations, driving process improvements, and achieving operational objectives.

This role requires strong leadership, stakeholder management, analytical thinking, and a continuous improvement mindset. You will act as a key point of contact for operational governance, team performance management, and service delivery excellence.

This role offers an excellent opportunity to build expertise in HR Service Delivery, HR Shared Services, Employee Experience, Operational Excellence, and People Leadership. Candidates should be willing to work in a 24/7 service environment with rotational shifts, including night shifts, as required.

Key Responsibilities:

• 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.

Required Experience:

• 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.

Preferred Skills:

• 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.

Additional Information / Pre-employment Requirements:

• Selected candidates will be required to undergo a comprehensive background verification process. This verification may take up to 6 weeks to complete, and employment will be subject to successful clearance.
• This role operates in a 24/7 service environment, and candidates should be willing to work rotational shifts, including night shifts, as required.
• Flexibility to support global employees across multiple regions and time zones is essential.
• This position may require managing escalations, supporting governance reviews, leading operational improvement initiatives, and contributing to people development activities.