Team Lead Hr Helpdesk
Dubai, United Arab Emirates
Job Description
About GMG: GMG is a global well-being company retailing, distributing and manufacturing a portfolio of leading international and home-grown brands across sport, food and health sectors. Its vision is to inspire people to win in ways that make the world better. Today, GMG's investments span across four key verticals: GMG Sports, GMG Food, GMG Health, and GMG Consumer Goods. Under the ownership and management of the Baker family, it has become a leading global company, affiliated with the world's most successful and respected brands in the well-being sector. Working across the Middle East, North Africa, and Asia, GMG has introduced more than 120 brands into its markets. About the Role: This role requires the incumbent to manage a team of HR Helpdesk representatives and query management. Provide resolution to employee queries in a timely manner. Coordinate with various HR teams for query resolution. Mentor and train the team on effective query management. Also implement various job related projects.
Responsibilities:
Responsibilities:
- Comes with 5-10 years of HR Shared services experience
- Receive and understand various queries from employees from across GMG locations as first point of contact
- Effectively delegate and work on unassigned and uncatalogued queries
- Mentor the team on efficient and effective query management
- Monitor and maintain SLAs across all query categories and manage escalation matrix
- Categorize and record reported queries and provide solutions, also advises relevant persons of actions taken
- Logs incidents and service requests and maintains relevant records:
- Identifies and classifies incident types and service interruptions
- Records incidents cataloging them by issues and resolution
- Support problem identification and track through to query closure
- Advise users on appropriate course of action
- Monitor issues from start to resolution
- Escalate if needed, any unresolved or complex problems to a higher level of support
- Ensure quality in responses while maintaining TAT as per agreed SLAs
- Participate and ensure employee participation in the feedback mechanism of the Helpdesk
- Participate in updating FAQs and process improvement discussions and projects
- Also contributes to creation of support documentation
- Uses experience to address problems and interrogates database for potential quick solutions
- Participate in surveys, projects and process implementation discussions and forums
- Maintain high levels of integrity of data and information with absolute confidentiality
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Job Detail
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Job IdJD1463304
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationDubai, United Arab Emirates
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EducationNot mentioned