Process Associate (HR Contact Center)

IBM

Bengaluru

On-site

INR 350,000 - 500,000

Full time

6 days ago

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Benefits offered by this job

24/7 shift support

Rotation shifts

Job summary

IBM India Private Limited is seeking a Process Associate (HR Contact Center) to handle employee HR queries via calls, email, and chat. The role emphasizes prompt, accurate support and maintaining a positive employee experience across multiple regions and time zones.

Freshers are welcome to apply. The position requires adapting to a 24/7 shift environment and collaborating with internal stakeholders to resolve issues while upholding service quality and confidentiality.

Qualifications

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.

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.

Skills

Verbal & written communication

Customer-focused

Team collaboration

MS Office basics

Analytical skills

Empathy

Education

Bachelor's Degree

Master's Degree

MBA in HR

Job description

As a Process Associate – HR Contact Center, you will be responsible for handling employee HR-related queries through multiple channels, including calls, emails, and chat.

The role involves providing prompt and accurate support, delivering a positive employee experience, and ensuring the efficient resolution of HR queries. Candidates should be flexible and willing to work in a 24/7 shift environment as required.

This role offers an excellent opportunity for individuals looking to build a career in HR Operations, HR Shared Services, and Employee Experience.

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.

Preferred technical and professional experience

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.

Additional Information / Pre-employment Requirements

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

0-1

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Job Title

Process Associate (HR Contact Center)

Job ID

130406

City / Township / Village

State / Province

Country

India

Work arrangement

Onsite

Area of work

Enterprise Operations