Designation: Executive / Senior Executive
Department: Contact Center (HR Shared Services)
Location: Empire Tower, Reliable Tech Park, Airoli, Navi Mumbai (Complete Work from Office)
Work Timings: Monday to Friday (Rotational 9-hour shift within an 8:00 AM to 8:00 PM SLA window)

Why This Role is Different:

Tired of aggressive calling targets and dealing with angry, aggravated retail customers? This is NOT a typical high-volume customer service role burdened with 50 to 100 stressful calls a day.

In this role, you will exclusively support the global workforce of the Aditya Birla Group. You will act as an internal partner, assisting our own employees with their queries regarding various stages of the employee life cycle and employee self-service portals. With a highly manageable volume of only 15 to 20 calls a day on the higher side, you get the mental breathing room to focus on quality service and career development.

Hungry for Growth? Quick-Track Your HR Career: This full-time position is your gateway into the booming world of HR Shared Services and HR Tech.

- Continuous Upskilling: Gain complete, unrestricted access to Aditya Birla Groups premier learning and development modules.
- Internal Mobility: We reward hunger and performance. If you prove your mettle, you are encouraged to network with other internal team managers, complete specialized training,



and actively transition into advanced HR operational domains within our ecosystem

Job Purpose & Key Responsibilities:

- First Point of Contact: Handle incoming HR and employee inquiries via an inbound, voice-based service.
- Query Resolution: Understand employee requirements regarding internal portals or lifecycle changes, and accurately raise service requests on their behalf.
- Script & SOP Adherence: Follow defined Standard Operating Procedures (SOPs) to handle internal queries professionally.
- SLA & Performance Metrics: Consistently maintain core metrics including Average Handling Time (AHT), Call Wait Time, and First Call Resolution (FCR).
- Quality & Excellence: Meet the corporate Service Excellence standards verified through routine call audits.

Major Challenges of the Role:

- Adapting to and understanding multiple distinct HR process workflows.
- Efficiently coordinating with users and service delivery teams to gather necessary documents, files, or letters.
- Balancing rapid resolution while strictly adhering to defined corporate processes and SLAs.

Key Relationships:

- Internal: Daily collaboration with Team Leads and fellow Agents for knowledge sharing; routine alignment with Tech and Service Excellence teams.
- External: Daily professional service delivery to Aditya Birla Group business users and employees.

📌 Customer Service Executive - HR (Employee Lifecycle Queries) (Maharashtra)
🏢 Birla Management Centre Services
📍 Maharashtra