Employee Admin and Voice Team Leader

About us

 

Capgemini is a global leader in consulting, technology services and digital transformation. Capgemini Poland’s Business Services unit is at the forefront of innovation in areas such as HR Services, Finance & Accounting, Supply Chain, Intelligent Automation and Business Transformation. Our international team features people from 60 different nationalities, and we work on exciting, multi-lingual projects with some of the world’s leading brands.

 

Who are we looking for?

 

Qualifications

  • Fluent English (C1)
  • Min. 2-3 years of supervisory experience (experience in BPO or SSC will be an asset)
  • Proven experience and strong process knowledge in HR administration area
  • Strong knowledge about labor law regulations (preferably UK) and experience in HR administration department
  • Good knowledge of Case management system (preferably Zendesk, but any other will do), SAP SuccessFactors and Document management systems
  • Telephony systems experience (as a user or supervisor)
  • People management skills
  • High level customer service skills
  • Excellent problem-solving skills and cooperation attitude
  • Strong analytical skills
  • Readiness to work outside standard business hours

 

What will you do?

 

The purpose of this role is to manage the respective teams to deliver high quality, professional and proactive service to a well-established retail UK brand within Digital Employee Operations. The role purpose also includes management of day to day team’s issues and escalations, as well as building a supportive atmosphere and continuous work on efficiency improvement.

 

Job Responsibilities

  • Demonstrating knowledge of processes and procedures relevant in HR Administration area
  • Supervising and motivating the team to deliver high quality, professional and proactive day to day service to the Client, with agreed SLA’s and with agreed ‘user experience’
  • Acting as a Subject Matter Expert (SME) for the team and clarifying their process related queries
  • Managing the team’s shifts and back-up structure across
  • Monitoring and prioritizing the team workload
  • Organizing knowledge sharing sessions internally with the team members to constantly develop the knowledge database
  • Organizing successful process related to problem solving to provide excellent services to Client’s employees
  • Handle regular communication with the Client counterparts and build relationship with them for the future delivery
  • Manage day to day team’s issues, flag and mitigate them and manage escalations
  • Process client’s escalations
  • Keep all required process documentation up to date (process maps and procedures) and other documentation within agreed timeframes
  • Participate in preparing the HR related reports on workload management, SLA achievement (including quality) and process efficiency
  • Analyse the related management reports to observe trends and introduce improvements
  • Participation in transition in Q2

 

 

Who will you be working with?

 

We are looking for professionals eager to engage actively in setting up an HR service for well-established UK & Ireland retail brand. This is an opportunity to drive impact through dynamic Digital Employee Operations, with scope covering Vacancy & Onboarding management, Employee Administration, Payroll and Rewards processes. We invite you to be a part of global team valuing collaboration, diversity, quality and fun, taking on this new exciting challenge, including the transition of HR processes into Kraków Delivery Center.
Join us and use your skills to make a difference.

 

What we offer?

 

Atmosphere

  • Working with great people and in legendary atmosphere
  • No formal dress code
  • Annual family picnics
  • Unforgettable integrational events
  • Employee volunteering opportunities and interesting CSR projects
  • We value and respect diversity in terms of gender, nationality, roles, age, interests
  • Internal celebration initiatives: Children's Day, St. Nicholas Day and many more
  • Supporting employees' hobbies: Business Run, e-sport games, basketball, volleyball

 

 

Development

  • Development in expert or leader competencies
  • Broad training offer with possible co-funding
  • Access to MIT Sloan Management Review Polska knowledge base
  • Introduction plan for new employees and Buddy Initiative
  • A wide range of instructor-led and e-learning trainings
  • Co-financing for post-graduate studies and courses
  • Many companies under one roof / internal headhunters
  • Internal development events: conferences, meetings, communities
  • Education First platform for learning English online

 

 

Benefits

  • Contract of employment for an indefinite period
  • Bonuses, including those for new employees recommendation
  • Additional life insurance
  • Access to MyAudiobooks – Entertainment and personal growth in audio version
  • Attractive package of extra benefits of your choosing (fitness, gym, cinema, etc.)
  • Disability inclusion, assistive technologies, reasonable accommodations
  • Private medical care for you and your family
  • Bicycle parking and carpooling options
  • Free coffee, water, milk and wide range of teas
  • Anti-smog plants in offices
  • Car leasing

 

Ref:

397662

Posted on:

December 23, 2019

Experience level:

Experienced Professional

Contract type:

Stałe zatrudnienie, pełny etat

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