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)