Process Analyst(Hr Contact Center)

Your role and responsibilities

As a Process Analyst HR Contact Center, you will be responsible for handling employee HR-related queries through multiple channels, including calls, emails, and chat. The role requires providing accurate and timely support, ensuring a positive employee experience, and driving efficient resolution of HR inquiries while maintaining service quality and compliance standards.

;

This role offers an excellent opportunity to further develop your expertise in HR Operations, HR Shared Services, Employee Experience, and HR Service Delivery. Candidates should be willing to work in a 24/7 service environment with rotational shifts, including night shifts, as required.

;

Key Responsibilities:;

;

;;;;;;;Respond to employee HR-related queries via inbound calls, emails, and chat.

;;;;;;;Provide accurate information and guidance on HR policies, processes, benefits, and employee lifecycle transactions.

;;;;;;;Deliver a high level of customer service while ensuring a positive employee experience in every interaction.

;;;;;;;Educate employees on HR processes and procedures and guide them toward self-service solutions where applicable.

;;;;;;;Identify, investigate, analyse, and resolve employee issues or escalate them to the appropriate support teams when required.

;;;;;;;Monitor, manage, and update cases in the ticketing system, ensuring timely resolution and adherence to service level agreements (SLAs).

;;;;;;;Accurately document employee interactions and maintain records within HR systems and case management tools.

;;;;;;;Meet defined service levels, quality standards, productivity metrics, and operational targets.

;;;;;;;Handle employee information with a high degree of confidentiality, professionalism, and compliance.

;;;;;;;Collaborate effectively with internal stakeholders and HR teams to ensure accurate and efficient resolution of employee queries.

;;;;;;;Provide floor support for query resolution, process clarification, and escalation handling.

;;;;;;;Identify opportunities for process improvement and contribute to enhancing service delivery and employee satisfaction.

;;;;;;;Support employees across different regions and time zones in accordance with established service standards.

;;;;;;;Ensure adherence to organizational policies, HR processes, compliance requirements, and operational controls.

Required education

Bachelor's Degree

Preferred education

Master's Degree

Required technical and professional expertise

;;;;;;;Graduate or Postgraduate degree in Human Resources, Business Administration, Commerce, or a related field.

;;;;;;;12 years of experience in an HR Contact Center, HR Shared Services, HR Operations, or Employee Services environment within an international IT/ITES organization.

;;;;;;;Experience handling HR-related employee queries through inbound calls, chat, and email channels.

;;;;;;;Exposure to case management systems, HR service delivery tools, and ticketing platforms.

;;;;;;;Ability to proactively identify potential issues, prioritize workload effectively, and drive timely resolution.

;;;;;;;Demonstrated ability to manage employee interactions professionally and deliver high-quality customer service.

;;;;;;;Experience collaborating with cross-functional stakeholders to resolve employee inquiries and improve service outcomes.

Preferred technical and professional experience

;;;;;;;Excellent verbal and written communication skills in English.

;;;;;;;Strong customer service and employee-centric mindset.

;;;;;;;Ability to communicate professionally and empathetically with employees across all organizational levels.

;;;;;;;Strong problem-solving, analytical, and decision-making skills.

;;;;;;;Ability to manage multiple priorities and perform effectively in a fast-paced environment.

;;;;;;;Strong attention to detail and commitment to accuracy.

;;;;;;;Ability to work collaboratively within a team and influence positive outcomes.

;;;;;;;Proficiency in MS Office applications (Excel, Word, Outlook, and PowerPoint).

;;;;;;;Knowledge of HR processes and employee lifecycle transactions.

;;;;;;;Strong organizational and time management skills.

;;;;;;;Ability to analyze trends, identify recurring issues, and recommend improvements.

;

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 employment will be subject to successful clearance.

;;;;;;;This role operates in a 24/7 service environment, and candidates should be willing to work rotational shifts, including night shifts, as required.

;;;;;;;Flexibility to support global employees across multiple regions and time zones is essential.

;

;

Years of Experience:
2 to 4