Job Description

HOW YOU ADD VALUE
•    Partner with recruiters to source, recruit and deliver qualified candidate pool for variety of positions while maintaining a quality candidate experience.
•    Understand portfolio company and client business strategy and translate business strategy into actionable talent strategies.
•    Maintain functional and industry expertise and utilize data to develop customized talent strategies and source top passive talent.
•    Review applicant pools and advance qualified candidates for recruiter review. 
•    Proactively source and engage passive talent to market active career opportunities and build talent pipelines, maintaining strong relationships with passive talent.
•    Build and maintain talent pipelines and conduct talent mapping for key roles ahead of gaps/vacancies. 
•    Schedule recruiter phone screens and provide interview scheduling support as needed.
•    Display good judgment with the ability to handle confidential information appropriately and with tact.
•    Utilize strong written and oral communication skills to enhance TA deliverables.
•    Provide support for department initiatives and projects as assigned.

WHAT YOU BRING TO THE ROLE
Required: 
•    Bachelor’s degree in related field.
•    2+ years experience in talent sourcing and talent mapping for a wide variety of role levels and skillsets.
•    Advanced proficiency with Boolean search techniques.
•    Experience with Applicant Tracking Systems and talent sourcing tools, including Workday, LinkedIn Recruiter and Indeed Smart Sourcing. 
•    Experience with MS Office.
•    Excellent customer service, problem solving and organizational skills.
•    Ability to provide insights based on data sets that helps determine trends and highlights areas of attention.
•    Ability to adjust to multiple demands and shifting priorities.
•    Attention to details, anticipating needs and collaborative approach.

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Do

• Support process by managing transactions as per required quality standards

  • Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
  • Update own availability in the RAVE system to ensure productivity of the process
  • Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve all client queries
  • Resolve client queries as per the SLA’s defined in the contract 
  • Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
  • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting 
  • Document and analyze call logs to spot most occurring trends to prevent future problems
  • Maintain and update self-help documents for customers to speed up resolution time
  • Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
  • Ensure all product information and disclosures are given to clients before and after the call/email requests
  • Avoids legal challenges by complying with service agreements

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• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries

  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features 
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

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• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver