Proposed designation : Contact Centre Analyst – People Operations
Role: Analyst (Voice + Non-Voice)
Reporting to Assistant Manager/ Manager
Geo to be supported : US
Shift : 6:30 PM to 3:00 AM
Responsibilities
Roles & Responsibilities
oAct as the first point of contact for employee inquiries across voice calls, email, chat, and case management tools.
oProvide clear, accurate, and empathetic responses.
oResolve employee requests within defined quality standards and service level agreements (SLAs).
oLog, track, and resolve calls and tickets while ensuring data accuracy and completeness.
oMaintain accurate records of employee interactions and system updates.
oMonitor shared mailboxes and work queues to ensure timely responses.
oFollow established SOPs Knowledge Articles and support materials before replying to the employees and escalate complex issues in accordance with the governance model.
oAdhere to all organizational policies, compliance requirements, and data confidentiality standards.
oContribute to the continuous improvement of knowledge base articles and FAQs.




oIdentify process improvement opportunities and proactively raise operational concerns.
·Behavioral Competencies:
oEmpathy & Patience: Ability to understand employee concerns and manage queries with a patient and supportive manner.
oActive listening and effective questioning skills.
oProblem-solving and analytical skills with the ability to identify root causes and determine appropriate resolution or escalation paths.
oResilient and able to manage high volumes of requests.
oCollaborative team player with solid interpersonal skills.
oSelf-motivated, adaptable, and eager to learn.
oWilling to learn US HR policies, processes, and terminology to effectively resolve employee queries.
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·Skills & Experience
oExcellent verbal and written communication skills.
oAbility to manage employee interactions across multiple channels, including voice, email, chat and ticketing tools.
oStrong process orientation with keen

📌 Analyst (Bengaluru)
🏢 KPMG Global Services
📍 Bengaluru