Sr Process Analyst - Contact Center

Your Role and Responsibilities :

As a Senior Service Associate -Contact Center, you are responsible for receiving calls, emails, or chats and resolving HR-related queries from employees. You should be flexible to work in shifts.
If you thrive in a dynamic, collaborative workplace, IBM provides an environment where you will be challenged and inspired every single day. And if you relish the freedom to bring creative, thoughtful solutions to the table, there's no limit to what you can accomplish here.Responsibilities :

Receive inbound calls, e-mail & chats from customers and answer questions and respond to their queries
Educate and document enquirers on processes whenever necessary
Provide quality customer service on every interaction
Identify, investigate, analyze, and resolve Issues identified within process
Monitor and process ticket in ticketing system.
Provide floor support for escalation and query resolution