Process Lead â Helpdesk Experience
Process Lead â Helpdesk Experience
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Job Description
Purpose of the Role:
The Process Lead Helpdesk Experience will be responsible for designing and managing a seamless multi-channel employee support experience through HR Direct. This includes service delivery via IVR Live Chat (AI-enabled) telephony and Employee Self-Service (ESS) platforms. The role focuses on increasing Tier 0 and Tier 1 resolution driving adoption of digital channels and ensuring high-quality efficient query handling. The incumbent will lead process documentation user journey mapping knowledge management and continuous improvement initiatives to enhance employee experience and service excellence.
Key Responsibilities:
Helpdesk Experience Design & Optimization
- Lead the design and enhancement of helpdesk services across IVR Live Chat telephony and ESS platforms.
- Drive Tier 0 adoption by promoting self-service capabilities and improving accessibility and usability of the knowledge base.
- Expand Tier 1 resolution through automation training and improved query routing.
- Collaborate with IT and vendor partners to optimize IVR flows and chatbot performance for faster and more accurate query resolution.
User Journey Mapping & Experience Design
- Design and map employee user journeys across helpdesk channels to identify friction points and opportunities for improvement.
- Use journey insights to inform service design channel strategy and personalization efforts.
- Partner with UX teams to ensure intuitive and user-friendly interfaces across digital platforms.
Service Delivery & Performance Management
- Define and monitor SLAs KPIs and quality metrics for helpdesk operations.
- Partner with Real-Time Workforce Management to ensure consistent service delivery during peak periods.
- Establish productivity benchmarks and ensure adherence to escalation protocols for complex queries.
Knowledge Management System Ownership
- Build and maintain a centralized Knowledge Management System to support Tier 0 and Tier 1 resolution.
- Ensure content is regularly updated searchable and aligned with employee needs and feedback.
- Promote knowledge sharing and reuse across HR teams to improve consistency and reduce resolution time.
Process Governance & Documentation
- Own the documentation of helpdesk processes SOPs and escalation matrices.
- Ensure global standardization and scalability of helpdesk processes while accommodating local compliance needs.
Stakeholder Engagement & Continuous Improvement
- Collaborate with HR CoEs IT and other stakeholders to align helpdesk services with business needs.
- Analyze feedback and service data to identify trends root causes and opportunities for improvement.
- Lead initiatives to enhance employee experience and satisfaction with HR Direct services.
Educational & Experience Requirements:
- MBA in HR or related field.
- Minimum 7 years of experience in managing or leading service/helpdesk operations preferably in a shared services or HR operations environment.
- Proven experience with IVR systems live chat platforms and query management tools (e.g. ServiceNow Zendesk).
- Strong background in process documentation knowledge management systems and service quality frameworks.
- Experience in designing user journeys and applying insights to improve service delivery.
Desired Skills & Competencies:
- Advanced Excel skills (including VBA Macros); familiarity with data visualization tools is a plus.
- Strong analytical and problem-solving skills with the ability to interpret data and drive decisions.
- Excellent communication and stakeholder management skills.
- Passion for employee experience digital adoption and continuous improvement.
- High ownership mindset with a track record of delivering results in dynamic environments.
Qualifications :
Educational & Experience Requirements:
- MBA in HR or related field.
- Minimum 7 years of experience in managing or leading service/helpdesk operations preferably in a shared services or HR operations environment.
- Proven experience with IVR systems live chat platforms and query management tools (e.g. ServiceNow Zendesk).
- Strong background in process documentation knowledge management systems and service quality frameworks.
- Experience in designing user journeys and applying insights to improve service delivery.
Desired Skills & Competencies:
- Advanced Excel skills (including VBA Macros); familiarity with data visualization tools is a plus.
- Strong analytical and problem-solving skills with the ability to interpret data and drive decisions.
- Excellent communication and stakeholder management skills.
- Passion for employee experience digital adoption and continuous improvement.
- High ownership mindset with a track record of delivering results in dynamic environments.
Behavioural Skills:
- Demonstrates objectivity making decisions based on impartial analysis and facts.
- Possesses the ability to work effectively in ambiguity navigating uncertainty with confidence.
- Aligns cross-functional teams for successful execution ensuring collaboration and synergy.
- Displays self-initiative and resilience proactively addressing challenges and setbacks
Additional Information :
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
