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 workplace 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 clear 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 expectations preferred.
- Experience supporting global or multi-region employees preferred.

📌 SR EXECUTIVE -R (Pune)
🏢 KOHLER India
📍 Pune