HR Helpdesk Team Lead

Location: Mumbai, India

Work Setup: Onsite 

Shift: 24x7 Rotational, Mandatory Onsite

Job Type:Full-time 

Band: BPO 5 

Experience: 6–12 Years [JD: 6-10 yrs must-have]

Job ID:413967 

Salary: 16–17 LPA

*Role Summary

Lead a Tier 1 HR Helpdesk voice support team for US/international clients. Own HR case management, SLA/KPI delivery, quality, and team performance. Drive FCR, accuracy, and employee experience for HR queries across Policies, Payroll, Benefits, T&A, and L&D.

Key Responsibilities

- *Team Leadership & Operations:* Lead and manage Tier 1 HR Helpdesk voice support for employees, managers, vendors, and third parties. Plan staffing, scheduling, engagement, and succession planning

- *Service Delivery:* Handle HR queries per SOPs and knowledge base. Ensure all calls/cases are logged, documented, and tracked in ServiceNow/Remedy. Drive First Call Resolution [FCR], accuracy, and TAT adherence

- *Quality & Compliance:* Monitor SLAs, AHT, FCR, and quality standards. Manage escalations and complex issues. Ensure strict data privacy and information security compliance. Conduct audits and recommend process improvements

- *Performance & Reporting:* Coach, provide feedback, and manage performance for team members. Prepare MIS, dashboards, and reports for client/internal governance forums

*Job Requirements – Mandatory*

- *Experience:* 6–10 years in International Voice Process. 2+ years in Team Handling & Stakeholder Management. US Voice Process experience mandatory

- *Domain:* Prior HR Helpdesk/HR Operations support. Hands-on Tier 1 HR queries: Policies, Employee Data, Payroll, Benefits, T&A, L&D

- *Systems:* ServiceNow/Remedy case/workflow tools. Working knowledge of HRIS, Payroll systems, Avaya telephony tools

- *Metrics:* Strong understanding of SLAs, AHT, FCR, TAT. Knowledge of Quality methodologies, audits, and compliance

- *Analytics:* MIS, Reporting, Advanced Excel, and Presentation skills

*Skills & Competencies

*Domain:* HR Operations, HR Helpdesk/Shared Services, Employee Lifecycle Support, Tier 1 Service Delivery  

*Soft Skills:* US Voice Communication, Active Listening & Empathy, Customer Service Orientation, Problem-Solving & Decision-Making, People Leadership, Documentation & Knowledge Mgmt, Learning Agility, Attention to Detail

*Education*

Graduate in any stream – Mandatory