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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.
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.
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.
Years of Experience:
0 - 1
0 - 1