Contact Center & Leave Management Team Lead

What You'll Do:

• Process Execution & Operations

• Oversee contact center and leave management operations in accordance with IBM policies, client requirements, and service level agreements (SLAs).

• Ensure accurate and timely processing of employee data, leave requests, and HR transactions, including transfers and organizational changes.

• Manage document indexing, work queues, transaction assignments, and work distribution to support efficient operations.

• Coordinate work scheduling and resource allocation to maintain operational coverage in a 24x5 environment.

• Process Improvement & Optimization

• Identify process gaps and recommend improvements to enhance efficiency, quality, and compliance.

• Analyze operational issues and implement corrective actions and process enhancements.

• Maintain process documentation, standard operating procedures, and job aids to support consistent execution.

• Quality Assurance & Compliance

• Review HR transactions and leave requests for accuracy, completeness, and compliance with established requirements.

• Monitor adherence to client policies, IBM procedures, and internal controls.

• Support monthly compliance testing, identify control gaps, and coordinate corrective actions.

• Data Management & Reporting

• Coordinate required data feed submissions with Global teams and data warehouse contacts.

• Prepare and validate standard, recurring, and ad hoc reports to support operational and stakeholder requirements.

• Investigate data discrepancies and ensure reporting deliverables meet accuracy and SLA requirements.

• Stakeholder Communication & Support

• Serve as a primary contact for operational inquiries, reporting requests, and contact center or leave management concerns.

• Coordinate with clients, Global teams, and internal stakeholders to resolve issues and address business requirements.

• Provide process guidance and support to team members to promote consistent service delivery.

• Required Competencies

• Process Management: Ability to manage complex processes and ensure consistent execution.

• HR Operations: Knowledge of employee transactions, HR data administration, and leave management.

• Quality & Compliance: Ability to validate transactions and apply established controls.

• Analytical & Problem-Solving Skills: Ability to investigate issues and recommend practical solutions.

• Reporting & Data Management: Ability to validate data and prepare accurate reports.

• Communication & Collaboration: Strong written and verbal communication skills and the ability to work with diverse stakeholders.

• Planning & Prioritization:Ability to manage competing priorities and meet deadlines.

• Adaptability: Willingness to support shifting schedules in a 24x5 operating environment.