Workflow Specialist HRO Contact Center

Job description

Role Summary

The associate will be responsible for the HR administration transactions and query management for areas such as onboarding, leaves, payroll, benefits, documentation, workforce/ systems etc. The role includes checking and responding to employee tickets/ queries via calls and emails and providing issue resolution and closure according to job specifications. Associate will serve as the first point of contact for employees, addressing HRrelated queries and requests across the employee lifecycle.

Provides accurate and timely support through multiple channels, ensuring positive employee experience and adherence to policies. Role Responsibilities –

• Manage HR employee lifecycle related queries and concerns.
• Handle queries pertaining to, working hours, support questions related to immigration requirements, personal/ job data change, learning administration, offboarding etc.
• Review, respond and resolve employee requests/ tickets raised by employees. Ensure timely resolution via email/chat/ calls. Intervene and promptly address any employee concerns and share resolutions.
• Help resolve major employee grievances and counsel employees if there are any escalations raised, also assist if any employee relations issues are raised.
• Collaborate with employees to ensure prompt resolution and by working towards achieving maximum employee satisfaction
• Manage escalated cases and grievances, providing counseling or guidance where needed
• Support in handling queries requiring deeper knowledge of HR policies and practices
• Support is audit to ensure accuracy, consistency, and quality of work
• Document recurring issues and work with HR teams to streamline processes
• Assist in onboarding and training new team members
• Support reporting and analytics related to helpdesk performance and employee feedback Qualification –
• 1–5 years’ experience in HR helpdesk/HR operations or customer support.
• Bachelor’s degree
• Demonstrate ability and integrity when working with confidential data
• Excellent oral and written communication skills alongside an ability to multitask, strong attention to detail and be able to work autonomously
• Strong service orientation with demonstrated desire and willingness to serve the team and its customers
• Ability to take initiative; be proactive without waiting for direction; strong sense of personal accountability
• Ability to multitask and manage high-volume queries.
• Basic knowledge of HR policies, processes, and systems.

Qualifications

BACHELOR OF COMMERCE