Process Associate (Hr Contact Center)
IBM · Bengaluru · onsite · Posted 51d ago
Undisclosed0–1 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Your role and responsibilities
;;;;;;;Respond to employee HR-related queries via inbound calls, emails, and chat.
;;;;;;;Educate employees about HR policies, processes, and procedures whenever required.
;;;;;;;Deliver high-quality customer service in every interaction.
;;;;;;;Identify, analyse, and resolve employee issues or escalate them to the appropriate team when needed.
;;;;;;;Monitor and update tickets in the ticketing system, ensuring timely resolution.
;;;;;;;Support the team in resolving employee queries and maintaining service quality.
;;;;;;;Collaborate with internal stakeholders to ensure accurate and efficient issue resolution.
;;;;;;;Maintain clear and professional communication with employees across different levels of the organization.
;;;;;;;Meet defined service levels, quality standards, and productivity targets.
;;;;;;;Ensure adherence to established HR service processes and compliance requirements.
;;;;;;;Handle employee information with a high level of confidentiality and professionalism.
;;;;;;;Support employees across different regions and time zones in accordance with defined service standards.
Required education
Bachelor's Degree
Preferred education
Master's Degree
Required technical and professional expertise
;;;;;;;Graduate or Postgraduate (MBA in HR preferred).
;;;;;;;Freshers are welcome to apply.
;;;;;;;Internship, project, or academic exposure to HR, customer service, or shared services is an added advantage.
;
Skills Required:
;;;;;;;Excellent verbal and written communication skills.
;;;;;;;Ability to communicate professionally and empathetically with employees.
;;;;;;;Basic understanding of HR processes and employee lifecycle (preferred).
;;;;;;;Strong problem-solving and analytical skills.
;;;;;;;Customer-focused mindset with a willingness to learn.
;;;;;;;Ability to work collaboratively in a team environment.
;;;;;;;Basic knowledge of MS Office (Excel, Word, and Outlook).
;;;;;;;Willingness to work in rotational shifts and adapt to a fast-paced environment.
;;;;;;;Ability to manage multiple tasks and prioritize work effectively.
;;;;;;;Strong attention to detail and commitment to accuracy.
Preferred technical and professional experience
;;;;;;;Selected candidates will be required to undergo a comprehensive background verification process. This verification may take up to 6 weeks to complete, and the final employment offer/onboarding will be subject to successful verification clearance.
;;;;;;;This role operates in a 24/7 service environment, and candidates should be willing to work rotational shifts, including night shifts, as required.
Years of Experience:
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