About this role
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
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 strong interpersonal skills. oSelf-motivated, adaptable, and eager to learn. oWilling to learn US HR policies, processes, and terminology to effectively resolve employee queries. o ·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 attention to detail. oAbility to work independently, prioritize tasks, and meet deadlines.
·Required Qualifications & Experience oGraduate in any discipline. o6months - 1 years of experience in Tier 1 HR support, preferably supporting US-based clients. oExperience in HR Operations, People Operations, Shared Services, Contact Center, or Helpdesk environments Model. oBasic experience working with HR systems such as Workday, SAP, SuccessFactors, PeopleSoft, or similar platforms. oBasic experience in using case management and ticketing tools (e.g., ServiceNow, Zendesk, Salesforce Service Cloud). oProficiency in MS Office Suite, particularly Outlook and Excel.