Process Associate (HR Contact Center)

IBM; Bengaluru; On-site; INR 420,000 - 650,000; Full time

Job summary

IBM in Bengaluru, India is seeking a Process Associate – HR Contact Center to handle employee HR queries via calls, email, and chat. The role supports 24/7 shift environments and aims to deliver prompt service and maintain confidentiality across regions.

Freshers are welcome; MBA in HR is preferred. You will educate employees, resolve issues, and ensure adherence to HR processes while maintaining service standards.

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 elevate 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

Communication skills

Problem-solving

Analytical skills

Customer focus

Teamwork

MS Office

Education

Master's Degree

MBA in HR

Tools

MS Office

Job description

Introduction

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 elevate 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.

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.