- Associate/Senior Associate/Business Process Lead
- HR Helpdesk ( US Voice Process )
- Work Model: Mandatory Work from Office (5 days a week)
- Candidate

Location:
Anywhere in India
- Candidate Expectations:1+years of experience exclusively in HR Helpdesk / International Voice Processdomain Mandatoryexperience in an International Voice Process; Candidates from callcentres or any International Voice Process background can be considered,provided they have excellent communication skills, strong customer serviceorientation, and a willingness to transition into the HR Helpdesk domain.
- USvoice process experience preferred.
- InternationalHR Helpdesk experience preferred, with knowledge of HR systems and casemanagement tools.
- Goodwritten and verbal communication, customer service, probing, andtroubleshooting skills.
- Understandingof SLAs, ticket logging, and data privacy procedures.
- Candidate Industry (BPO / KPO / GBS / GCC / GSS / Captive Shared Services)
- Educationand Certification Qualification: Any graduateMinimum 15 years education, Bachelor s degree, MBA or equivalent from a reputed institution.
- SpecificRemarks: Distance education accepted or not, 15 years regular stream mandatory,etc. Detailed

Job Description

- Candidatewith relevant experience in the HR Helpdesk / International Voice Processdomain, handling Tier 1 HR queries from employees, line managers, vendors, andthird parties.
- HandleTier 1 HR helpdesk queries through calls, following established procedures,instructions, and knowledge base guidelines.




- Providesupport on HR policies, employee data management, payroll, benefits, learningand development, and time and attendance (T&A;).
- Resolveemployee queries accurately within defined timelines, focusing on first-timeresolution and service quality.
- Logcall details, maintain proper case notes, and update tickets in the designatedticketing system.
- Ensureadherence to Service Level Agreements (SLAs), quality standards, and processguidelines.
- Maintainstrict confidentiality of employee information and follow data privacyprocedures.
- UseHR systems, applications, case management tools, and telephony platformseffectively.
- Demonstratestrong communication, probing, troubleshooting, problem-solving, anddecision-making skills.
- Researchemployee concerns and provide accurate resolutions using available knowledgeresources.
- Identifyopportunities to improve service quality and recommend improvements to existingprocedures.
- Workin a 24/7 rotational shift workplace, primarily supporting US night shifts.
- Workfrom the Mumbai office five days a week; remote working is not available.
- Maintaina typing speed of 30 WPM with 100% accuracy.
- KeySkillsMandatorySkills: International Voice Process, Inbound calls, Outbound Calls, SLAAdherence, Customer Service, CommunicationGoodto have

Skills:
US Voice Process, International HR Helpdesk, ServiceNow,Remedy, HR Systems / Applications, Avaya Telephony Tools, MS Office, CaseManagement Tools, Typing Speed (30 WPM with 100% Accuracy)

📌 Associate/Senior Associate/Business Process Lead (Mumbai)
🏢 Golden Opportunities
📍 Mumbai