We'r Hiring For Top MNC - Helpdesk

Job Description

We are hiring for Top MNC, Know who might be interested ?

ROLE: Helpdesk (Lead)

LOCATION: Mumbai / Bangalore

Job descriptions:

• Graduate in any stream (mandatory)
• HR Operations
• HR Help Desk / HR Helpdesk
• Ask HR / HR Shared Services
• Employee Lifecycle Support
• Tier 1 HR Service Delivery.
• Excellent verbal and written communication (US voice process)
• Active listening, probing, and empathy
• Strong customer service orientation
• Problem-solving and decision-making skills
• Team collaboration and people leadership
• Documentation and knowledge management
• Learning agility and adaptability to new tools/processes
• Attention to detail and logical thinking
• 1 - 12 years of overall experience in International Voice Process Mandatory
• Minimum 2 years of Team handling and stakeholder management experience - Mandatory
• Experience in US voice process Mandatory
• Prior experience in HR Helpdesk / HR Operations support
• Hands-on experience in managing Tier 1 HR queries (Policies, Employee Data, Payroll, Benefits, T&A, L&D)
• Experience working with HR case/workflow management tools such as ServiceNow, Remedy
• Working knowledge of HR systems and applications (e.g., HRIS, Payroll systems)
• Strong understanding of Service Level Agreements (SLAs) and call center metrics (AHT, FCR, TAT)
• Knowledge of Quality methodologies, audits, and compliance standards
• Working knowledge of MIS, reporting, Excel, and presentations
• Familiarity with telephony tools and call-handling systems (e.g., Avaya)
• Willingness to work 24/7 rotational shifts and mandatory onsite model
• Lead and manage a team delivering Tier 1 HR Helpdesk voice support to employees, line managers, vendors, and third parties
• Handle HR-related queries in line with defined procedures, SOPs, and knowledge base
• Ensure all calls and cases are accurately logged, documented, and tracked in the ticketing system
• Drive first call resolution (FCR), accuracy, and adherence to turnaround timelines
• Monitor and ensure consistent achievement of SLAs and quality standards
• Manage escalation calls and complex employee issues as required
• Ensure strict adherence to data privacy and information security requirements
• Plan and manage staffing, scheduling, team engagement, and succession planning
• Conduct coaching, feedback, and performance management for team members
• Identify quality gaps and recommend process improvements and corrective actions
• Prepare and present MIS, dashboards, and performance reports in internal and client governance forums

Details Needed for Registration Process:

Total year of experience:

Relevant year of experience

Full Name(as per AADHAR):

Mail ID:

Phone Number:

Date of Birth:

PAN Number***:

Current Location:

Preferred Location:

Current ctc:

Exp ctc:

Official Notice period:

Any Career Gap Or Educational Gap:

Graduation in Regular Or Distance:

Interested can share your resume and details to deva.navayuga@gmail.com

or Whatsapp: 9843699455

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