Core Competencies & Skills
Skill Area
Expected Capability
Customer Service
Empathy, patience, active listening, call handling, de-escalation, ownership, and professional communication.
HR Process Awareness
Basic understanding of H2R processes, policies, and HR Shared Services ways of working.
Contact Center Operations
Experience with queue management, multi-channel support, call documentation, call control, and service level expectations.
Case Management
Ability to document, categorize, route, and close cases accurately.
Triage & Escalation
Sound judgment to resolve, redirect, route, or escalate based on defined rules.
Confidentiality
Strong data privacy, authentication, and information-sharing discipline.
Technical / Functional Knowledge
Basic understanding of Hire-to-Retire processes and HR Shared Services operating models.
Ability to navigate SOPs, FAQs, policy documents, knowledge articles, and process maps.
Comfortable using Microsoft 365 tools and HR service management platforms.
Knowledge of HR systems such as Workday, HCM and Service Now (SNOW) is preferred.




Awareness of data privacy, authentication, audit, and information security expectations.
Qualifications and Experience
Education
Graduate/Bachelor's degree in Human Resources, Business Administration, Business Operations, or a related field preferred.
Experience
2-4 years of experience in a contact center, HR Shared Services, employee support, customer service, or service desk environment preferred.
Prior experience handling high-volume employee or customer interactions through phone, chat, email, or ticketing channels preferred.
Ability to manage call flow, active listening, probing questions, de-escalation, and explicit closure of associate inquiries.
Experience working with Avaya/other telephony tool, ServiceNow, Workday, myHR, Service Now (SNOW) or another HR case management / ticketing platform preferred.
Experience operating in an SLA-driven environment with quality, documentation, and compliance expe

📌 SR EXECUTIVE (Pune)
🏢 KOHLER India
📍 Pune