Process Analyst(Hr Contact Center)

As a Process Analyst HR Contact Center, you will be responsible for handling employee HR-related queries through multiple channels, including calls, emails, and chat. The role requires providing accurate and timely support, ensuring a positive employee experience, and driving efficient resolution of HR inquiries while maintaining service quality and compliance standards.

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This role offers an excellent opportunity to further develop your expertise in HR Operations, HR Shared Services, Employee Experience, and HR Service Delivery. Candidates should be willing to work in a 24/7 service environment with rotational shifts, including night shifts, as required.

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Key Responsibilities:;

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;;;;;;;Respond to employee HR-related queries via inbound calls, emails, and chat.

;;;;;;;Provide accurate information and guidance on HR policies, processes, benefits, and employee lifecycle transactions.

;;;;;;;Deliver a high level of customer service while ensuring a positive employee experience in every interaction.

;;;;;;;Educate employees on HR processes and procedures and guide them toward self-service solutions where applicable.

;;;;;;;Identify, investigate, analyse, and resolve employee issues or escalate them to the appropriate support teams when required.

;;;;;;;Monitor, manage, and update cases in the ticketing system, ensuring timely resolution and adherence to service level agreements (SLAs).

;;;;;;;Accurately document employee interactions and maintain records within HR systems and case management tools.

;;;;;;;Meet defined service levels, quality standards, productivity metrics, and operational targets.

;;;;;;;Handle employee information with a high degree of confidentiality, professionalism, and compliance.

;;;;;;;Collaborate effectively with internal stakeholders and HR teams to ensure accurate and efficient resolution of employee queries.

;;;;;;;Provide floor support for query resolution, process clarification, and escalation handling.

;;;;;;;Identify opportunities for process improvement and contribute to enhancing service delivery and employee satisfaction.

;;;;;;;Support employees across different regions and time zones in accordance with established service standards.

;;;;;;;Ensure adherence to organizational policies, HR processes, compliance requirements, and operational controls.

Required education

Bachelor's Degree

Preferred education

Master's Degree

Required technical and professional expertise

Preferred technical and professional experience

Years of Experience:
2 to 4