Process Associate (HR Contact Center)

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.
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.

Work arrangement
No