Senior Adviser – HR Contact Centre

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.

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