Sr. Process Analyst(HR Contact Center)

Your role and responsibilities:

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.

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.

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.

Key Responsibilities:

• 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.