Process Associate (HR Contact Center)

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Introduction

As a Process Associate - HR Contact Center, you will be responsible for handling employee HR-related queries through multiple channels, including calls, emails, and chat.

The role involves providing prompt and accurate support, delivering a positive employee experience, and ensuring the efficient resolution of HR queries. Candidates should be flexible and willing to work in a 24/7 shift environment as required.

This role offers an excellent opportunity for individuals looking to build a career in HR Operations, HR Shared Services, and Employee Experience.

Your Role And Responsibilities

* Respond to employee HR-related queries via inbound calls, emails, and chat.
* Educate employees about HR policies, processes, and procedures whenever required.
* Deliver high-quality customer service in every interaction.
* Identify, analyse, and resolve employee issues or escalate them to the appropriate team when needed.
* Monitor and update tickets in the ticketing system, ensuring timely resolution.
* Support the team in resolving employee queries and maintaining service quality.
* Collaborate with internal stakeholders to ensure accurate and efficient issue resolution.
* Maintain clear and professional communication with employees across different levels of the organization.
* Meet defined service levels, quality standards, and productivity targets.
* Ensure adherence to established HR service processes and compliance requirements.
* Handle employee information with a high level of confidentiality and professionalism.
* Support employees across different regions and time zones in accordance with defined service standards.

Preferred Education

Master's Degree

Required Technical And Professional Expertise

* Graduate or Postgraduate (MBA in HR preferred).
* Freshers are welcome to apply.
* Internship, project, or academic exposure to HR, customer service, or shared services is an added advantage.

Preferred Technical And Professional Experience

* Excellent verbal and written communication skills.
* Ability to communicate professionally and empathetically with employees.
* Basic understanding of HR processes and employee lifecycle (preferred).
* Strong problem-solving and analytical skills.
* Customer-focused mindset with a willingness to learn.
* Ability to work collaboratively in a team environment.
* Basic knowledge of MS Office (Excel, Word, and Outlook).
* Willingness to work in rotational shifts and adapt to a fast-paced environment.
* Ability to manage multiple tasks and prioritize work effectively.
* Strong attention to detail and commitment to accuracy.

Additional Information / Pre-employment Requirements

* Selected candidates will be required to undergo a comprehensive background verification process. This verification may take up to 6 weeks to complete, and the final employment offer/onboarding will be subject to successful verification clearance.
* This role operates in a 24/7 service environment, and candidates should be willing to work rotational shifts, including night shifts, as required