Support Ops in any ad-hoc /calendarized engagement activity/R&R.o Taking care of employee care Helpdesk/Grievance redressal through internal tool and manual random discussion with the employees.o First level of interface between HR & Ops team for all HR related initiatives & query handling.o Handling all the queries, grievances & escalations from agents on the production/ops floor and ensuring that same are resolved within committed timelines.o Assisting the L&D team in the co-ordination for L&D initiativeso Supporting supervisors in coordinating /execution of induction programs defined for new joining at TL & TM.o Investigating internal frauds highlighted through FPA & Ops team and taking actions as per the company norms and policies.o Coordinating with all the functional departments and getting the internal interviews conducted.o Implemented short term projects that ensures business numbers are achieved within stipulated timeframe.o Supported budding team members with best practices basis self-experience.o Embedded multiple Microsoft dashboards for entire team for better monitoring of ongoing performance. o Assisting/supporting L1 during critical investigations.o Advising decision-makers on complex and confidential matters ranging from performance management to employee relations issues.o Ensuring minimal escalations arising from the span assigned.o Sharing insights with business owners’ basis trend & advising them on approach to be followed to ensure we as a team obtain positive results.o Implemented strategies to cut down the attrition numbers.o Managed staff wellness initiatives.

Providing HR Policies guidance & interpretation to employees for resolution to queries on existing policies, salary, medi-claim, insurance claims, internal growth etc.o Support Ops in conducting Regular rewards & recognitions programs, employee counselling on floor.o Handling all queries/grievances and taking necessary actions within set timelines o Conducting regular employee engagement activities on production floors. o Exit formalities/Employee Attrition/ RetentionManagement.o Identifying wrong doings & taking actions as per the consequence management grid defined by the organization.o Providing HR support through ticketing system & resolution to be provided in 48 hours.

I started my carrier in Teleperformance from the role of Customer Care Executive and later on got promoted as SME within the process post 7 months from joining the organisation. My work as a CCE was to validate various documents authenticity received from different native countries. Post becoming SME ( Subject Matter Expert), role got changed to support the new joinee’s and existing employees.