Sr. Adviser – Contact Centre leads end-to-end contact centre operations, providing personalized support to global teams, resolving escalations, driving continuous improvement, and promoting RT3C values. They possess strong leadership skills, extensive knowledge of contact centre operations and HR processes, and expertise in managing teams and delivering exceptional customer service.
What would you be responsible for:
End to End Contact Centre:
o Provide personalized assistance to global teams regarding employee support and payroll services related inquiries, concerns, or issues. Oversee questions, resolve payment discrepancies, and offer solutions to ensure customer satisfaction. o Ensure timely and satisfactory resolution of escalations or concerns related to various areas such as HR, payroll, policies, and processes o Act as a liaison between the contact center and the delivery partner o Prepare SOPs, standard responses, and FAQs o Represents the company professionally and participates in quality audits
Continuous Improvement and Productivity:
o Drive a culture of continuous improvement within the team, seeking to optimize processes, increase productivity, and reduce costs o Lead and facilitate brainstorming sessions and cross-functional discussions to generate ideas for process enhancements and implement successful initiatives o Track and measure the outcomes of improvement initiatives, quantifying efficiency gains and providing regular updates to stakeholders
Leadership and Team Management:
o Set performance expectations, conduct performance reviews, and provide coaching and development opportunities to team members o Foster a collaborative and inclusive team environment, promoting teamwork and knowledge sharing o Identify training needs for the contact center team and coordinate training programs to enhance their skills and knowledge o Support the recruitment and onboarding of new team members as needed
Promote RT3C Values:
o Promote and uphold the organization's values, including integrity, professionalism, and customer focus o Encourage a positive and inclusive work culture based on respect, collaboration, and continuous learning
What experience, skills and qualifications are required:
• Bachelor’s and associate degree in business, Computer / IT / Human Resources • 8-13years of extensive experience in operations of the contact Centre, managing a team of analysts, and ensuring the delivery of exceptional customer service. • Thorough knowledge of contact center operations, including call routing, workforce management, and quality assurance • Manual Workforce planning & skill-based call routing/monitoring experience • Experience in conducting root cause analysis • Strong managerial skills with the ability to effectively lead and motivate a team (incl. direct and indirect reports) • Proven experience in back-office operations including Global Ops, Global HRSS, Ops Compliance, Transaction Services, etc. • Strong knowledge of HR processes and systems, analytical and a continuous improvement mindset • Excellent verbal and written communication skills and collaboration skills to work effectively in a collaborative, complex, and dynamic environment. • Manual Work force planning & skill-based call routing/monitoring experience • Good knowledge & understanding of SAP HR & HR ticketing tools • General understanding of HR Operating environment, including HR policies • Knowledge of Erlang B & Erlang C will be an added advantage. French Language requirement. Knowledge of any systems-Workday, ServiceNow, Webex, SAP.
About Rio Tinto
Rio Tinto is a leading global mining and materials company. We operate in 35 countries where we produce iron ore, copper, aluminium, critical minerals, and other materials needed for the global energy transition and for people, communities, and nations to thrive.
We have been mining for 150 years and operate with knowledge built up across generations and continents. Our purpose is finding better ways to provide the materials the world needs – striving for innovation and continuous improvement to produce materials with low emissions and to the right environmental, social and governance standards. But we can’t do it on our own, so we’re focused on creating partnerships to solve problems, create win-win situations and meet opportunities.
Respect and Inclusion
At Rio Tinto, we particularly welcome and encourage applications from Indigenous Peoples, women, the LGBTQIA+ community, mature workers, people with disabilities and people from different cultural backgrounds.
We are committed to an inclusive environment where people feel comfortable to be themselves. We want our people to feel that all voices are heard, all cultures respected and that a variety of perspectives are not only welcome – they are essential to our success. We treat each other fairly and with dignity regardless of race, gender, nationality, ethnic origin, religion, age, sexual orientation or anything else that makes us different.
R46210
Rio Tinto is a leading global mining and materials company. We operate in 35 countries where we produce iron ore, copper, aluminum, critical minerals, and other materials needed for the global energy transition and for people, communities, and nations to thrive.
We have been mining for 150 years and operate with knowledge built up across generations and continents. Our purpose is finding better ways to provide the materials the world needs—striving for innovation and continuous improvement to produce materials with low emissions and to the right environmental, social and governance standards. But we can’t do it on our own, so we’re focused on creating partnerships to solve problems, create win-win and meet opportunities.
At Rio Tinto, we particularly welcome and encourage applications from Indigenous Peoples, women, the LGBTQIA+ community, mature workers, people with disabilities, and people from different cultural backgrounds.
We are committed to an inclusive environment where people feel comfortable being themselves. We want our people to feel that all voices are heard, all cultures respected and that a variety of perspectives are not only welcome – they are essential to our success. We treat each other fairly and with dignity regardless of race, gender, nationality, ethnic origin, religion, age, sexual orientation, or anything else that makes us who we are.
Start your application
Take your leadership career to the next level.
Where can Rio Tinto take you?
You’re passionate and ambitious with tremendous career aspirations. The breadth and growth of our organisation empowers you to define your ideal career path.
Take a look at Katie’s career journey
Take a look at Theresia’s career journey
- 2022 - PresentManager Projects - Energy DevelopmentBrisbane, Queensland, Australia
- 2021Superintendent Operations CentreBrisbane, Queensland, Australia
- 2020Development / Drill and Blast SuperintendentPilbara, Western Australia
- 2019Deputy Quarry ManagerPilbara, Western Australia
- 2018Development SupervisorPilbara, Western Australia
- 2017Senior Engineer of Drill, Blast and SurveyPilbara, Western Australia
- 2016Production EngineerPilbara, Western Australia
- 2015Mine scheduler - 2 week plannerPilbara, Western Australia
- 2014Drill and Blast EngineerPilbara, Western Australia
- 2012Graduate Mining EngineerPilbara, Western Australia
- 2022 – PresentChief advisor Nature SolutionsJohannesburg, Gauteng, South Africa
- 2018 – 2022Head of Environment, Global HSESMontreal, Quebec, Canada
- 2016 – 2018Principal advisor: EnvironmentJohannesburg, Gauteng, South Africa
- 2013 – 2016Superintendent: Ecology and RehabilitationRichards Bay Minerals, KZN, South Africa
- 2012 – 2013EcologistRichards Bay Minerals, KZN, South Africa
Working at Rio Tinto
Help us deliver the materials that make human progress possible.
The plane you’re flying in just landed. You fire up your phone and get your laptop out of the overhead bin. Immediately, you’re in work mode – thousands of miles from your office. Do you ever stop to think about all the materials that make life in the 21st century possible? At Rio Tinto, we discover, develop and deliver the materials that drive human progress. When you work with us, you’ll experience advantages you won’t find anywhere else.
Working in one of our function’s teams
We supply the materials that drive human progress. You make it all possible.
With business operations that stretch from Vancouver, British Columbia, to Perth, Western Australia, we have exciting opportunities in virtually every discipline imaginable. From HR to marketing, finance to technology, infrastructure to supply chain, and much more, the opportunities are endless. Join us and enjoy:
Our application process
01
Apply
The first thing you’ll need to do is apply to the role. You can do this with your LinkedIn profile or you can upload your resume. We’ll also ask you to complete a few questions before you submit your application.
02
Undergo assessments
Our assessments are designed to help us work out whether you are suitable for the role. We will let you know which ones you’ll need to complete.
03
Interview(s)
Our interviews could be in person or online. It’s a great opportunity for us to get to know you a bit better, answer any of your questions and talk about the exciting career opportunity you have applied for.
04
Offers and checks
At this stage, we will let you know if you have been successful. If you have been, we’ll need to conduct a couple of checks, such as a background or security check. You may also need to do a medical assessment depending on the role you have applied for.
05
Join the Rio Tinto team
Once the checks have been completed, we’ll be in touch to talk with you about your start date and answer any questions you may have before you start with us.