Analyst

Job Title: Customer Support Executive - Inbound Voice (US HR Process - HRSD)

Location: Chandigarh

Shift: Night Shifts (Aligned to US Time Zones)

Process Type: Inbound Voice (Blend - Voice/Chat/Ticketing)

Domain: Human Resources - HR Shared Services (US Process)

Role Overview

We are hiring for our US HRSD (Human Resource Service Delivery) Program, a blended contact center process supporting employees across the United States.

This role primarily requires strong inbound voice handling skills, along with the ability to manage chat and ticketing queries. The selected candidates will support HR-related inquiries for US-based employees while ensuring high service quality, compliance, and data confidentiality.

Key Responsibilities

• Handle inbound voice calls from US employees regarding HR-related queries.
• Provide support through chat and ticketing systems as part of the blended model.
• Address HR inquiries including:
  • Payroll compensation (US payroll understanding preferred)
  • Benefits insurance (medical, 401(k), etc.)
  • Attendance management
  • HR policies compliance
  • Onboarding offboarding
  • Employee data and system access requests
• Log and track cases accurately in HRMS/CRM systems.
• Adhere to US compliance standards and data privacy regulations.
• Maintain high CSAT through empathy, professionalism, and effective resolution.
• Meet and exceed KPIs including:
  • Quality scores
  • AHT
  • First Call Resolution (FCR)
  • SLA adherence
  • Productivity targets

Eligibility Criteria

• Graduate (any discipline); MBA/HR preferred.
• 0-4 years of experience in US BPO / Contact Center (HR domain preferred).
• Excellent verbal communication skills with neutral accent (mandatory).
• Strong written communication skills for chat/ticket handling.
• Understanding of US workplace culture and professional etiquette.
• Basic knowledge of US HR processes is an added advantage.
• Comfortable working in night shifts (US time zones).
• Immediate joiners preferred (if applicable).

Required Skills

• Strong customer-first mindset.
• Ability to handle sensitive HR data confidentially.
• Good listening and probing skills.
• Problem-solving and critical thinking ability.
• Ability to multitask across voice, chat, and ticketing systems.

Why Join This Role

• Exposure to US HR operations and global HR practices.
• Opportunity to build expertise in HR Shared Services.
• Career growth into:
  • HR Operations Specialist
  • Quality Analyst
  • Workforce Management
  • Team Leader
• Performance-based incentives and structured learning programs.