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HR Onboarding Coordinator- Third Shift: 11 PM to 8AM

Bangalore, India

Job ID: 8899

Date published: 30-Dec-2019

JOB SUMMARY:
We currently have an exciting opportunity to work for the largest global mobile transport company headquartered in San Francisco. We are looking for a Program Coordinator to work 11 PM to 8 AM IST who will provide front-line customer service to internal team members, clients, vendors and users thru the contracted Vendor Management and Case Management systems. Responsible for communicating ongoing issues through the appropriate escalation process and providing timely feedback and responses to the respective stakeholders. The Program Coordinator must exhibit strong customer service orientation when dealing with all external clients. Responsibilities may include requisition review, entry and maintenance using VMS technology, Case Management system ticket review and resolution (Jira Coordinators) and other systems as required. Works under general supervision. 
Shift differential is offered to this position. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Responsible for oversight of the contractor onboarding process.
  • Responds to tickets and inquiries, via the CM system – JIRA, including / but not limited to: general request inquiries, assignment updates/changes, invoicing questions/concerns, timesheet questions/concerns, visa letter requests, reporting requests, conversion fee inquiries.
  • Sends reminders for missing timesheets, assignments ending in 90 days, etc. 
  • Handles pre-ID/payroll request management.
  • Responds and answers all ticket requests, and e-mail correspondence in a timely manner/according to documented SLA’s.
  • Uses working knowledge of the contracted Vendor Management System - Fieldglass to troubleshoot issues.
  • Uses customized and standardized situational responses and processes to resolve customer issues.
  • Recognizes and gathers relevant information on customer issues/scenarios requiring further solutions. Escalates such issues according to standard escalation process.
  • Makes recommendations to improve efficiencies where applicable.
  • Works to meet all contracted SLA’s and works to improve overall process by recommending improvements to the Program. Consultant and/or Program Manager.
  •  Documents and escalates all contacts reported by users following the respective Standard Operating Procedure SOP or 411 Handbook.
  • Maintains and continually increases knowledge of supported software solutions.
  • Assists with training of peers in the standards and practices within the Customer Support organization.
  • Creates and maintains electronic records and fields (e.g. customer numbers, cost center numbers) in support of the requisition entry set up.
  • Receives and reviews new requisition requests daily using the VMS tool.
  • Reviews, resolves, per documented SLA’s, all received tickets, via the CM system.
  • Interacts and coordinates with the Program Managers and Program Consultants frequently to communicate questions and receive updates on current requisition activity
  • Updates the requisition record as directed by the Program Managers and/or Program Consultants to include changes, cancellation, and status changes.
  • Maintains thorough and accurate documentation on any end user interactions.
  • Participates in special projects and performs other duties as assigned.
  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. 
  • Reasonable accommodations will be made upon request to enable individuals with disabilities to perform the essential functions

EDUCATION/EXPERIENCE & OTHER POSITION REQUIREMENTS:
  • Minimum High School diploma. Bachelor's preferred but not required. 
  • Minimum of twenty-four (24) months’ work experience in a service level industry.
  • Able to communicate effectively and clearly in writing and orally.
  • Able to interact and communicate with all levels of staff and management.
  • Proficient with Microsoft Office products, including Word, Excel, PowerPoint and Outlook, Google products, including Google Drive, Google Sheets, Google Docs
  • Also required are data entry, strong analytical, organizational skills and the ability to work in a fast-paced environment under time constraints.
  • Must possess strong attention to detail.
  • Open to work in any work shift especially night shift 

Kind attention: Pontoon India does not collect any fee/s from the candidate for recruitment. Pontoon India employees are not allowed or authorized to collect any fee/s from the associates, candidate and client. Selection of candidate/associate is based on defined process, merit and as per the requirement.
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We are an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.