Location: Mumbai

Band: BPO 6

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)

NB: PAN and DOB are required for profile creation.