Gratitude India

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HR Help Desk Team Lead

6 - 12 year(s)

India - Mumbai (mumbai central)

Job Description

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Role: Any Other

Timings: Rotational Shifts (Permanent)

Industry: BPO

Work Mode: Work from office

Functional Area: Any Other

Key Skills:

HR operations
International voice Process
HR helpdesk operations
International voice process experience

Role/Skill: HR Helpdesk Team Lead
Location: Mumbai
Experience: 6 to 12 years
Band: BPO 5
Salary: 16-17 LPA

JOB REQUIREMENTS
• 6–10 years of overall experience in International Voice Process – Mandatory
• Minimum 2 years of Team handling and stakeholder management experience - Mandatory
• Experience in US voice process – Mandatory
• Prior experience in HR Helpdesk / HR Operations support
• Hands-on experience in managing Tier 1 HR queries (Policies, Employee Data, Payroll, Benefits, T&A, L&D)
• Experience working with HR case/workflow management tools such as ServiceNow, Remedy
• Working knowledge of HR systems and applications (e.g., HRIS, Payroll systems)
• Strong understanding of Service Level Agreements (SLAs) and call center metrics (AHT, FCR, TAT)
• Knowledge of Quality methodologies, audits, and compliance standards
• Working knowledge of MIS, reporting, Excel, and presentations
• Familiarity with telephony tools and call-handling systems (e.g., Avaya)
• Willingness to work 24/7 rotational shifts and mandatory onsite model

RESPONSIBILITIES
Lead and manage a team delivering Tier 1 HR Helpdesk voice support to employees, line managers, vendors, and third parties
• Handle HR-related queries in line with defined procedures, SOPs, and knowledge base
• Ensure all calls and cases are accurately logged, documented, and tracked in the ticketing system
• Drive first call resolution (FCR), accuracy, and adherence to turnaround timelines
• Monitor and ensure consistent achievement of SLAs and quality standards
• Manage escalation calls and complex employee issues as required
• Ensure strict adherence to data privacy and information security requirements
• Plan and manage staffing, scheduling, team engagement, and succession planning
• Conduct coaching, feedback, and performance management for team members
• Identify quality gaps and recommend process improvements and corrective actions
• Prepare and present MIS, dashboards, and performance reports in internal and client governance forums

SKILLS
Domain
HR Operations
• HR Help Desk / HR Helpdesk
• Ask HR / HR Shared Services
• Employee Lifecycle Support
• Tier 1 HR Service Delivery

SOFT SKILLS
• Excellent verbal and written communication (US voice process)
• Active listening, probing, and empathy
• Strong customer service orientation
• Problem-solving and decision-making skills
• Team collaboration and people leadership
• Documentation and knowledge management
• Learning agility and adaptability to new tools/processes
• Attention to detail and logical thinking

EDUCATION
Graduate in any stream (mandatory)

MANDATORY
International Voice Support & Professional Communication
People Management & Team Leadership Capability(Staffing, Engagement, Succession)
Quality Assurance, SLA Adherence & Compliance Management
Customer Service & Stakeholder Relationship Management
MIS Reporting, Data Analysis & Business Presentation Skills (Excel, PPT
Application Knowledge (ServiceNow / Workday / Avaya) & Data Privacy
Time Management, Productivity & Shift Readiness (24×7)

PAN and DOB are required for profile creation**..
Please Apply using this Link
https://myglit.com/lateral/cref/1b59d2cfd2

Note: Gratitude doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@gratitudeindia.com.

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Tolulope Edun

Recruiter - Gratitude India

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Mumbai ,

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