Sr. Process Analyst(Hr Contact Center)
IBM · Bengaluru · onsite · Posted 51d ago
Undisclosed3–5 yrsfulltimeSourced from
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About this role
Your role and responsibilities
Your Role and Responsibilities:
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As a Senior Process Analyst HR Contact Center, you will be responsible for managing employee HR-related queries through multiple channels, including calls, emails, and chat, while ensuring exceptional service delivery, operational excellence, and employee satisfaction.
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The role requires advanced problem-solving capabilities, ownership of complex employee cases, stakeholder management, and support in driving process improvements. You will serve as a subject matter resource for the team and assist in maintaining service quality, compliance, and productivity standards.
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This role offers an excellent opportunity to further develop expertise in HR Operations, HR Shared Services, Employee Experience, Service Delivery, and Operational Excellence. 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 and resolve employee HR-related queries through inbound calls, emails, and chat.
- Provide accurate guidance on HR policies, processes, employee lifecycle transactions, and benefits administration.
- Deliver exceptional customer service and ensure a positive employee experience in every interaction.
- Educate employees on HR processes, policies, and self-service tools where applicable.
- Own and resolve complex employee inquiries and escalations while ensuring timely closure.
- Identify, investigate, analyse, and resolve process-related issues, recommending corrective and preventive actions where necessary.
- Monitor, manage, and update cases within HR systems and ticketing platforms, ensuring SLA adherence and timely resolution.
- Accurately document employee interactions and maintain records within HR systems and case management tools.
- Handle employee information with the highest level of confidentiality, integrity, and professionalism.
- Meet and exceed defined service levels, quality standards, productivity metrics, and operational targets.
- Collaborate closely with HR teams, business stakeholders, and support functions to resolve employee concerns effectively.
- Provide floor support, guidance, and coaching to team members on process-related queries and escalations.
- Identify process improvement opportunities and contribute to initiatives that enhance operational efficiency and employee satisfaction.
- Support quality, compliance, audit, and governance requirements within the HR Contact Center environment.
- Analyse recurring employee issues, identify trends, and recommend sustainable solutions.
- Support employees across different regions and time zones in accordance with established service standards.
Required education
Bachelor's Degree
Preferred education
Master's Degree
Required technical and professional expertise
;;;;;;;Graduate or Postgraduate degree (MBA in Human Resources preferred).
;;;;;;;35 years of experience in HR Contact Center, HR Shared Services, HR Operations, or Employee Services within an international IT/ITES organization.
;;;;;;;Proven experience handling employee HR queries through inbound calls, chat, and email channels.
;;;;;;;Strong experience in managing escalations, complex employee cases, and stakeholder interactions.
;;;;;;;Experience working with HR service delivery platforms, case management systems, and ticketing tools.
;;;;;;;Demonstrated ability to proactively identify risks, prioritize workload, and drive resolution of employee concerns.
;;;;;;;Proven capability to influence outcomes, support process improvements, and contribute to operational excellence initiatives.
;;;;;;;Experience supporting global employees across multiple geographies and time zones.
Preferred technical and professional experience
;;;;;;;Excellent verbal and written communication skills in English.
;;;;;;;Strong customer service and employee-centric mindset.
;;;;;;;Ability to communicate professionally and confidently across all organizational levels.
;;;;;;;Strong problem-solving, analytical, and decision-making skills.
;;;;;;;Ability to handle complex employee situations with professionalism and empathy.
;;;;;;;Strong stakeholder management and collaboration skills.
;;;;;;;Ability to coach, guide, and support team members when required.
;;;;;;;Proficiency in MS Office applications (Excel, Word, Outlook, and PowerPoint).
;;;;;;;Strong attention to detail and commitment to accuracy.
;;;;;;;Ability to manage multiple priorities in a fast-paced environment.
;;;;;;;Strong organizational, planning, and time-management skills.
;;;;;;;Demonstrated ability to analyse trends, identify root causes, and drive process improvements.
;;;;;;;Self-directed, proactive, and results-oriented approach to work.
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Additional Information / Pre-Employment Requirements:
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;;;;;;;Selected candidates will be required to undergo a comprehensive background verification process. This verification may take up to 6 weeks to complete, and employment will be subject to successful clearance.
;;;;;;;This role operates in a 24/7 service environment, and candidates should be willing to work rotational shifts, including night shifts, as required.
;;;;;;;Flexibility to support global employees across multiple regions and time zones is essential.
;;;;;;;As a senior team member, candidates may be required to provide floor support, assist with knowledge sharing, and contribute to continuous improvement initiatives.
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Years of Experience:
3 to 5
3 to 5
Sourced from naukri
Skills
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