Process Analyst(HR Contact Center)
Core
Handle employee HR-related queries via calls, emails, and chat to support HR policies, benefits, and lifecycle transactions.
Role type
HR Contact Center Analyst
Builds
Employee self-service solutions and efficient HR service delivery
Domain
Human Resources / ITES
Deliverable
client delivery
Required skills
HR operations, case management systems, ticketing platforms, inbound call handling, email/chat support, employee lifecycle transactions
Preferred skills
MS Office, process improvement, trend analysis, cross-functional collaboration
Responsibilities
Respond to employee HR queries via multiple channels, provide guidance on HR policies and benefits, educate employees on self-service solutions, investigate and resolve employee issues, monitor and update cases in ticketing systems, document interactions in HR systems, meet service level agreements, handle employee information with confidentiality, provide floor support for escalations, identify process improvement opportunities, support global employees across time zones, ensure adherence to compliance requirements