Process Lead - Employee Care Support

Associate I

About CleanHarbors Clean Harbors Inc. (www.cleanharbors.com) is a NYSE listed US based $4.3 billion company. Clean Harbors was founded in 1980 near Boston by Mr. Alan S. McKim, who today remains the company’s Chairman and CEO. Everywhere industry meets environment, Clean Harbors is on-site, providing premier environmental, energy and industrial services. 

Clean Harbors employs a dedicated workforce of 18,000 employees and has over 450 service locations across the U.S., Canada and Mexico. Beyond addressing the environmental needs of its more than 300,000 customers, the Company has been on the front lines of addressing some of the largest emergency response events in North America of the past several decades including the BP Oil Spill in the Gulf of Mexico, the anthrax attacks in New York, the 2015 avian flu outbreak that devastated the poultry industry, Hurricanes Katrina, Rita and Sandy, and the oil pipeline breaks that affected the Yellowstone and Kalamazoo rivers, along with other major chemical releases into the environment. Clean Harbors India has been strategically established as the Global Capability Center (GCC) to serve our parent company. We take pride in serving some of the most tech savvy business stakeholders at Clean Harbors. 

The GCC employees form part of our globally integrated teams that provide cutting-edge IT solutions and production support across platforms. Our shared services teams work seamlessly with their global counterparts in providing critical 24x7 support in various functions including Finance, HR, Procurement, IT and Operations. Our aggressive growth plans open significant career advancement opportunities for our employees.

Location: Pune, Baner

Shift Timings: 5:30 PM – 02:30 AM, 6:30 PM – 03:30 AM IST & 7:30 PM – 4:30 AM IST. Willingness to work from the office and stretch when business requires 

Role Brief: This is a role of a Process Lead who will primarily be responsible for our Employee Care team supporting our US & Canada employees. 

Pre-requisites: 

 Ensuring that Health and Safety is the number one priority by complying with all safe work practices, policies, and processes and always acting in a safe manner. 

 Partnering closely with the United States based management team, assist in the establishment and implementation of service standards 

 Identify trends and initiate changes/improvements necessary to achieve goals and objectives while ensuring customer needs are met without interruption to service levels. 

 Acts as main point of contact for daily operations, concerns, questions, or activities on behalf of the GCC 

 Liaise with colleagues and navigate cross-discipline escalations to provide timely resolutions and support open communication amongst the organization  Customer Satisfaction & First Time Resolution: Ensure that the team delivers high-quality customer service and FTR, handling inquiries professionally, addressing issues promptly, and maintaining positive customer relationships. 

 Provide training and coaching to personnel to maintain high customer service standards and best practices 

 Collect and analyse data at regular intervals (weekly, monthly, etc.). Ensure the team has properly identified and are measuring KPI’s. Detect and understand trends to make recommendations to the organization 

 Assist in developing and administering policies and standard operating procedures (SOPs) 

 Prepare work schedules to ensure sufficient coverage  Meet process SLAs/ metrics, productivity, and quality targets within the established timelines 

 Raise process related issues/ concerns on time with process excellence and team lead

What will you bring in? 

 Experience supporting clients in the United States (Experience with clients in US & Canada) 

 Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills 

 Knowledge of performance evaluation and customer service metrics 

 High level of confidentiality is a must 

 Consecutively report all incidents and errors in Issue Tracker, and work with relevant resources to improve deliveries where they fail 

 Respond to data requests and process pre-defined number of transactions as assigned 

 Escalate parked/blocked requests with reasons  Proactively help to improve processes where possible 

 Record data relating to production statistics, end-user related notes, etc. as appropriate 

 Adhere to security practices set by organization for self & the team 

 Be familiar with Service Level Agreements and aware of standard and non-standard requests (chargeable non-chargeable). Actively contribute to a healthy work environment 

 Academic Background: Any Graduate

Experience Level

Mid Level