Your role and responsibilities

Your Role and Responsibilities:

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As a Senior Process Analyst HR Contact Center, you will be responsible for managing employee HR-related queries through multiple channels, including calls, emails, and chat, while ensuring exceptional service delivery, operational excellence, and employee satisfaction.

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The role requires advanced problem-solving capabilities, ownership of complex employee cases, stakeholder management, and support in driving process improvements. You will serve as a subject matter resource for the team and assist in maintaining service quality, compliance, and productivity standards.

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This role offers an excellent opportunity to further develop expertise in HR Operations, HR Shared Services, Employee Experience, Service Delivery, and Operational Excellence. Candidates should be willing to work in a 24/7 service environment with rotational shifts, including night shifts, as required.

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Key Responsibilities:

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- Respond to and resolve employee HR-related queries through inbound calls, emails, and chat.
- Provide accurate guidance on HR policies, processes, employee lifecycle transactions, and benefits administration.
- Deliver exceptional customer service and ensure a positive employee experience in every interaction.
- Educate employees on HR processes, policies, and self-service tools where applicable.
- Own and resolve complex employee inquiries and escalations while ensuring timely closure.
- Identify, investigate, analyse, and resolve process-related issues, recommending corrective and preventive actions where necessary.
- Monitor, manage, and update cases within HR systems and ticketing platforms, ensuring SLA adherence and timely resolution.
- Accurately document employee interactions and maintain records within HR systems and case management tools.
- Handle employee information with the highest level of confidentiality, integrity, and professionalism.
- Meet and exceed defined service levels, quality standards,



productivity metrics, and operational targets.
- Collaborate closely with HR teams, business stakeholders, and support functions to resolve employee concerns effectively.
- Provide floor support, guidance, and coaching to team members on process-related queries and escalations.
- Identify process improvement opportunities and contribute to initiatives that enhance operational efficiency and employee satisfaction.
- Support quality, compliance, audit, and governance requirements within the HR Contact Center environment.
- Analyse recurring employee issues, identify trends, and recommend sustainable solutions.
- Support employees across different regions and time zones in accordance with established service standards.

Required education

Bachelor's Degree

Preferred education

Master's Degree

Required technical and qualified expertise

;;;;;;;Graduate or Postgraduate degree (MBA in Human Resources preferred).

;;;;;;;35 years of experience in HR Contact Center, HR Shared Services, HR Operations, or Employee Services within an international IT/ITES organization.

;;;;;;;Proven experience handling employee HR queries through inbound calls, chat, and email channels.

;;;;;;;Strong experience in managing escalations, complex employee cases, and stakeholder interactions.

;;;;;;;Experience working with HR service delivery platforms, case management systems, and ticketing tools.

;;;;;;;Demonstrated ability to proactively identify risks, prioritize workload, and drive resolution of employee concerns.

;;;;;;;Proven capability to influence outcomes, support process improvements,



and contribute to operational excellence initiatives.

;;;;;;;Experience supporting global employees across multiple geographies and time zones.

Preferred technical and professional experience

;;;;;;;Excellent verbal and written communication skills in English.

;;;;;;;Strong customer service and employee-centric mindset.

;;;;;;;Ability to communicate professionally and confidently across all organizational levels.

;;;;;;;Strong problem-solving, analytical, and decision-making skills.

;;;;;;;Ability to handle complex employee situations with professionalism and empathy.

;;;;;;;Strong stakeholder management and collaboration skills.

;;;;;;;Ability to coach, guide, and support team members when required.

;;;;;;;Proficiency in MS Office applications (Excel, Word, Outlook, and PowerPoint).

;;;;;;;Strong attention to detail and commitment to accuracy.

;;;;;;;Ability to manage multiple priorities in a fast-paced environment.

;;;;;;;Strong organizational, planning, and time-management skills.

;;;;;;;Demonstrated ability to analyse trends, identify root causes, and drive process improvements.

;;;;;;;Self-directed, proactive, and results-oriented approach to work.

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Additional Information / Pre-Employment Requirements:

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;;;;;;;Selected candidates will be required to undergo a comprehensive background verification process. This verification may take up to 6 weeks to complete, and employment will be subject to successful clearance.

;;;;;;;This role operates in a 24/7 service environment, and candidates should be willing to work rotational shifts, including night shifts, as required.

;;;;;;;Flexibility to support global employees across multiple regions and time zones is essential.

;;;;;;;As a senior team member, candidates may be required to provide floor support, assist with knowledge sharing, and contribute to continuous improvement initiatives.

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Years of Experience:

3 to 5

📌 Sr. Process Analyst(Hr Contact Center) (Bengaluru)
🏢 IBM
📍 Bengaluru