Job Description: HR Operations Associate – Employee Helpdesk

Location: Mumbai
Experience: 1–6 Years
Salary: Up to ₹9 LPA
Employment Type: Full-Time
Work Mode: Onsite / Work From Office
Shift: 24/7 Rotational Shifts, mainly US Night Shifts

Role Overview

The HR Operations Associate will serve as the first point of contact for employee HR support. The position requires handling inbound international voice queries, providing policy-related guidance, maintaining accurate case records, and ensuring timely resolution in accordance with client procedures.

Key Responsibilities

• Respond to employee and manager inquiries concerning HR policies, payroll, benefits, employee records, and time and attendance.

• Support basic HR operations queries and provide information using approved knowledge resources.

• Create, update, categorize, and close tickets in the case management system.

• Ensure queries are resolved within agreed service-level timelines.

• Escalate complex or sensitive cases to the appropriate HR team.

• Protect confidential employee information and follow data privacy policies.

• Maintain call quality, documentation accuracy, and productivity targets.

• Adapt to new HR applications, tools, and process updates.

Eligibility Criteria

• Graduate in any discipline.

• 1–6 years of relevant work experience.

• International voice process experience is mandatory.

• Candidates with domestic-only voice experience are not eligible.

• US voice support and international HR operations experience are preferred.

• Working knowledge of HR systems, ServiceNow, Remedy, and Avaya is beneficial.

• Basic proficiency in MS Office.

• Typing speed of at least 30 WPM with 100% accuracy.

Core Competencies

• Strong customer handling and communication skills.

• Analytical thinking and effective problem resolution.

• Good documentation and research capabilities.

• Ability to follow SOPs and meet SLAs.

• High attention to detail and commitment to confidentiality.

Work Schedule

• Five days working from the office.

• Availability for rotational shifts covering 24 hours a day, seven days a week.

• US night shifts may be required.

• Work-from-home arrangements are not available.

Recruitment Restrictions: Former TCS employees cannot apply. PAN and date of birth are required for profile creation.