Process Associate (Hr Contact Center)

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.

Required education

Bachelor's Degree

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.

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Skills Required:

;;;;;;;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.

Preferred technical and professional experience

;;;;;;;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.

Years of Experience:
0 to 1