Associate/Senior Associate/Business Process Lead - HR Helpdesk

Golden Opportunities; Mumbai, Thane; On-site; INR 350,000 - 600,000; Full time

Job summary

Golden Opportunities is hiring an Associate/Senior Associate/Business Process Lead for HR Helpdesk (US Voice Process). This role requires handling Tier 1 HR queries, supporting policies, payroll, data management, and benefits while maintaining data privacy and SLAs.

Based in Mumbai, you will work five days a week onsite in a 24/7 rotation to cover US night shifts. Ideal candidates have 1+ year of international voice process experience, excellent communication, and a willingness to transition

Qualifications

• Experience in HR Helpdesk / International Voice Process domain (Tier 1 HR queries).
• Handle Tier 1 HR queries through calls using knowledge base guidelines.
• Support on HR policies, employee data management, payroll, benefits, learning and development, and attendance.
• Log call details, maintain case notes, and update tickets.
• Adhere to SLAs, quality standards, and process guidelines.
• Maintain confidentiality and follow data privacy procedures.
• Use HR systems and telephony platforms effectively.
• Work in a 24/7 rotational shift environment, primarily US night shifts.
• Work from the Mumbai office five days a week; remote work is not available.
• Typing speed of 30 WPM with 100% accuracy.

Responsibilities

• Handle Tier 1 HR helpdesk queries through calls and follow procedures.
• Provide information on HR policies, data management, payroll and benefits.
• Log calls, keep notes, and update tickets in the system.
• Ensure SLAs and quality standards are met; protect employee data.
• Utilize HR systems, case management tools and telephony platforms.
• Research employee concerns and provide accurate resolutions.
• Participate in 24/7 rotation supporting US night shifts.
• Maintain 30 WPM typing with high accuracy.

Skills

International Voice Process

Inbound Calls

Outbound Calls

SLA Adherence

Customer Service

Communication

Typing Speed 30 WPM

Education

Bachelor's degree or MBA

Tools

ServiceNow

Remedy

HR Systems/Applications

Avaya Telephony Tools

MS Office

Case Management Tools

Job description

• Associate/Senior Associate/Business Process Lead - HR Helpdesk ( US Voice Process )
• Work Model: Mandatory Work from Office (5 days a week)
• Candidate Location: Anywhere in India
• Candidate Expectations: 1+years of experience exclusively in HR Helpdesk / International Voice Process domain Mandatoryexperience in an International Voice Process; Candidates from callcentres or any International Voice Process background can be considered,provided they have excellent communication skills, strong customer service orientation, and a willingness to transition into the HR Helpdesk domain.
• USvoice process experience preferred.
• InternationalHR Helpdesk experience preferred, with knowledge of HR systems and casemanagement tools.
• Good written and verbal communication, customer service, probing, and troubleshooting skills.
• Understanding of SLAs, ticket logging, and data privacy procedures.
• Candidate Industry (BPO / KPO / GBS / GCC / GSS / Captive Shared Services)
• Educationand Certification Qualification: Any graduate Minimum 15 years education, Bachelor s degree, MBA or equivalent from a reputed institution.
• SpecificRemarks: Distance education accepted or not, 15 years regular stream mandatory,etc.

Detailed Job Description

• Candidate with relevant experience in the HR Helpdesk / International Voice Process domain, handling Tier 1 HR queries from employees, line managers, vendors, and third parties.
• Handle Tier 1 HR helpdesk queries through calls, following established procedures, instructions, and knowledge base guidelines.
• Providesupport on HR policies, employee data management, payroll, benefits, learning and development, and time and attendance (T&A).
• Resolve employee queries accurately within defined timelines, focusing on first-timeresolution and service quality.
• Log call details, maintain proper case notes, and update tickets in the designated ticketing system.
• Ensure adherence to Service Level Agreements (SLAs), quality standards, and process guidelines.
• Maintain strict confidentiality of employee information and follow data privacy procedures.
• Use HR systems, applications, case management tools, and telephony platforms effectively.
• Demonstrates strong communication, probing, troubleshooting, problem-solving, and decision-making skills.
• Research employee concerns and provide accurate resolutions using available knowledge resources.
• Identify opportunities to improve service quality and recommend improvements to existing procedures.
• Work in a 24/7 rotational shift environment, primarily supporting US night shifts.
• Work from the Mumbai office five days a week; remote working is not available.
• Maintain a typing speed of 30 WPM with 100% accuracy.
• KeySkillsMandatorySkills: International Voice Process, Inbound calls, Outbound Calls, SLAAdherence, Customer Service, Communication Good to have Skills: US Voice Process, International HR Helpdesk, ServiceNow, Remedy, HR Systems / Applications, Avaya Telephony Tools, MS Office, Case Management Tools, Typing Speed (30 WPM with 100% Accuracy)