JOB DESCRIPTION

• Lead and deliver complex client engagements and coordinate with internal teams to execute business solutions.
• Provide excellent customer service and identify client needs.
• Implement and oversee the quality of deliverables; manage team relationships to ensure performance excellence.
• Participate in proposal development for business opportunities.
• Balance stakeholder priorities and ensure the team understands overall goals and deliverables.
• Establish operational objectives, delegate work, and conduct regular team meetings to improve productivity and customer satisfaction.
• Conduct root cause analyses and build corresponding action plans.
• Coach associates to meet KPIs and performance metrics.
• Manage team attrition and engagement.
• Collaborate with Recruitment, Training, Quality, Workforce, and HR to improve profiling and performance.
• Perform any other tasks assigned by leadership.
• Support the transition and stabilization of a new account, including readiness activities, pilot operations, and workflow implementation.
• Assist in developing SOPs, workflows, call flows, and operational documentation required for a new program launch.
• Help drive Train-the-Trainer (TTT) readiness, calibration sessions, and process mapping with Training and Quality.
• Participate in WFM alignment discussions for staffing models, nesting strategies, and early-stage performance governance.
• Ensure pilot teams maintain documentation accuracy essential for audit and compliance related to HR, Payroll, and SaaS environments.

Qualifications :
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Bachelor’s degree preferred.
Minimum 2 years of experience as a QA Analyst
Experience in supporting HCM accounts(Workday, Kronos, Paychex, ADP, SAP, Oracle, Sage) on Technical Support vertical(must have)
Software, Human Capital Management Software, Time and Payroll Software, AI for HR, and Workforce Trends is a must.
Strong analytical, results-oriented, and process-driven mindset.
Experience supporting new account launches, workflow stabilization, or transition projects.
Demonstrated ability to coach teams in a high-visibility, fast-scaling pilot account.
Ability to document processes accurately and ensure compliance with client expectations.
Familiarity with HRIS/HCM, payroll support, workforce management systems (UKG, ADP, Workday, SAP success is a plus).
Competent in root cause analysis, performance management, and data-driven decision-making.
Strong collaboration skills across Recruitment, Training, WFM, IT, and Quality during ramp-up.
Strong written and verbal communication skills, especially for client-facing reporting and updates.
Able to adapt quickly to evolving client requirements, especially during the stabilization period.
Must have BPO experience