Associate/Senior Associate/Business Process Lead – HR Helpdesk ( US Voice Process ) – Mumbai

Location: Mumbai  •  Level: Entry Level  •  Openings: 5  •  Type: Full-time
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Job description

Job Title: Associate/Senior Associate/Business Process Lead – HR Helpdesk ( US Voice Process ) 
Job Location: Mumbai
Work Model: Mandatory Work from Office (5 days a week)
Candidate Location: Anywhere in India
 
Candidate Expectations:
1+ years of experience exclusively in HR Helpdesk / International Voice Process domain
Mandatory experience in an International Voice Process; Candidates from call centres or any International Voice Process background can be considered, provided they have excellent communication skills, strong customer service orientation, and a willingness to transition into the HR Helpdesk domain.
US voice process experience preferred.
International HR Helpdesk experience preferred, with knowledge of HR systems and case management tools.
Good written and verbal communication, customer service, probing, and troubleshooting skills.
Understanding of SLAs, ticket logging, and data privacy procedures.
 
Candidate Industry (BPO / KPO / GBS / GCC / GSS / Captive Shared Services)
 
Education and Certification
Qualification:  Any graduate
Minimum 15 years education, Bachelor’s degree, MBA or equivalent from a reputed institution.
Specific Remarks: Distance education accepted or not, 15 years regular stream mandatory, etc.
 
Detailed Job Description
 
Candidate with relevant experience in the HR Helpdesk / International Voice Process domain, handling Tier 1 HR queries from employees, line managers, vendors, and third parties.
Handle Tier 1 HR helpdesk queries through calls, following established procedures, instructions, and knowledge base guidelines.
Provide support on HR policies, employee data management, payroll, benefits, learning and development, and time and attendance (T&A).
Resolve employee queries accurately within defined timelines, focusing on first-time resolution and service quality.
Log call details, maintain proper case notes, and update tickets in the designated ticketing system.
Ensure adherence to Service Level Agreements (SLAs), quality standards, and process guidelines.
Maintain strict confidentiality of employee information and follow data privacy procedures.
Use HR systems, applications, case management tools, and telephony platforms effectively.
Demonstrate strong communication, probing, troubleshooting, problem-solving, and decision-making skills.
Research employee concerns and provide accurate resolutions using available knowledge resources.
Identify opportunities to improve service quality and recommend improvements to existing procedures.
Work in a 24/7 rotational shift environment, primarily supporting US night shifts.
Work from the Mumbai office five days a week; remote working is not available.
Maintain a typing speed of 30 WPM with 100% accuracy.
 
Key Skills
Mandatory Skills:  International Voice Process, Inbound calls, Outbound Calls, SLA Adherence, Customer Service, Communication
Good to have Skills:  US Voice Process, International HR Helpdesk, ServiceNow, Remedy, HR Systems / Applications, Avaya Telephony Tools, MS Office, Case Management Tools, Typing Speed (30 WPM with 100% Accuracy)

Job ID: 2014