Location: Gurugram (Hybrid)
Shifts: 5 PM–2 AM or 7 PM–4 AM
Experience: 1.5–5 years
Type: Full-time
Hiring via: Plural Hire — Talent Advisory (Confidential client)
Role Purpose
Serve as the first‑contact problem solver for employees and managers. You’ll triage and resolve HR queries via phone/email, work across ServiceNow (ticketing) and Workday (HR tasks), and keep a strong FCR/CSAT mindset with strict data privacy.
Key Responsibilities
● Review and triage every ticket, routing per responsibility matrix and closing the loop.
● Action Workday tasks and deliver in‑scope employee service requests end‑to‑end.
● Handle phone/email with standard open/close scripts; track % answered/abandoned; aim for FCR; monitor AHT.
● Keep knowledge articles current so today’s fixes become tomorrow’s self‑service.




● Uphold data privacy across all interactions; audit pending ServiceNow tickets.
● Contribute to continuous improvement and automation; collaborate with HRBP, Local HR and global delivery teams. Must‑Have Qualifications
● Experience in an HR Contact Centre / service delivery environment.
● Fluent French (spoken & written) and robust English.
● Hands‑on comfort with ServiceNow (or similar ticketing) and Workday (or similar HRIS).
● Advanced Excel/Word; clear and qualified written/verbal communication. Good‑to‑Haves
● Exposure to cloud HR/EIC/SAP HR; working end‑user Workday knowledge.
● A bias for continuous improvement, structured problem‑solving, and calm customer communication.

📌 Senior Analyst (Gurugram)
🏢 Pluralhire
📍 Gurugram