Job Title: HR Helpdesk Team Lead

Location: Mumbai

Experience: 6–12 Years

Employment Type: Full-Time

Salary: ₹16–17 LPA

Band: BPO 5

Role Overview

TCS is looking for an HR Helpdesk Team Lead to lead Tier 1 HR Helpdesk voice support operations for global employees. The role involves managing HR Operations, HR Shared Services, employee lifecycle support, team leadership, stakeholder management, SLA governance, quality assurance, escalations, MIS reporting, and continuous process improvements while ensuring exceptional customer service.

Key Responsibilities

• Lead and manage the HR Helpdesk voice support team.

• Handle Tier 1 HR queries related to Payroll, Benefits, Policies, Employee Data, T&A, and Learning & Development.

• Manage HR cases through ServiceNow, Remedy, or similar workflow tools.

• Ensure First Call Resolution (FCR), SLA adherence, and quality compliance.

• Handle escalations and complex employee issues.

• Monitor productivity, staffing, scheduling, and workforce planning.

• Conduct coaching, feedback sessions, and performance management.

• Prepare MIS reports, dashboards, and client governance presentations.

• Ensure compliance with data privacy and information security standards.

• Drive process improvements and operational excellence initiatives.

Required Skills & Qualifications

• 6–12 years of HR Operations / HR Helpdesk experience.

• International Voice Process (US Voice Support).

• Minimum 2 years of Team Handling experience.

• HR Shared Services.

• Employee Lifecycle Support.

• Tier 1 HR Service Delivery.

• ServiceNow / Remedy.

• HRIS.

• Payroll Systems.

• SLA Management.

• Quality Assurance.

• MIS Reporting.

• Microsoft Excel & PowerPoint.

• Stakeholder Management.

• Graduate in any stream.

Preferred Skills

• Workday

• Avaya

• HR Case Management

• Workforce Management

• Performance Management

• Coaching & Mentoring

• Compliance Management

• Process Improvement

• Data Privacy

• Knowledge Management

Important Notes

Ex-TCS employees are not eligible to apply.

PAN Card and Date of Birth (DOB) are mandatory for profile creation.

Application Process

To proceed with your application, please complete the AI Assessment using the link below.

Assessment Link: https://myglit.com/lateral/cref/8d3bd645db