Roles and Responsibilities-

Must have experience in working in US Voice process. Exp in HR voice process will be added advantage

- Manages and actions service requests for onboarding/background verification for both voice and Non-Voice
- Ensuring the metrics are prepared and shared in time
- All the Calls and emails are responded within the stipulated time.
- Ensures the data are presented to the leaders for evaluation in time.
- Supports candidates/employees and BGV (Background Verification) vendors with 1st level HR questions and escalates to 2nd and 3rd level HR Service as necessary.
- Processes HR transactions, records statistics and handles highly confidential material
- Supports candidates/employees and BGV (Background Verification) vendors with 1st level HR questions and escalates to 2nd and 3rd level HR Service as necessary.
- Schedules, follow-ups and monitors actions and deadlines according to relevant processe
- Maintains databases and employee records using a variety of systems and tools and provides information to employees and managers
- Compiles data for analysis and reporting,



performs routine analyses and creates standard as well as customized reports
- Contributes to building a knowledge base for frequently asked HR questions
- Actively shares knowledge with the in-country HR teams as well as within the HR Shared Service Organization

Responsibilities for Team lead -

- Effective team Management skills and experience
- Ensuring that all the KPIs and SLAs are met
- Ensuring the CSAT scores are adhered to
- Ensuring the AHTs are met for the calls and the TATs for the emails.

Preferred candidate profile

Skills

- Hands on experience and in both Voice and Non-Voice process for US HR operations
- Ability to work on complex queries
- Excellent written and verbal communication skills in English
- Proficiency in using MS Office (especially MS Excel, Word and Outlook)
- Able to learn recent systems and their key functionalities quickly
- Ability to assimilate information quickly and determine actions required

📌 US Voice Process Specialist - HR Operations | US Shift (Chennai)
🏢 HCLTech
📍 Chennai