Workforce Coordinator

Leading Client; Hyderabad; On-site; INR 300,000 - 650,000; Full time

Job summary

Leading Client is seeking a highly energetic work force coordinator to be the first point of contact for internal and external employees. This role provides patient and empathetic support across employment-related issues, including HR, payroll, system/applications, and benefits.

You will handle multi-channel inquiries, triage tickets, ensure accuracy in responses, and maintain compliance with company policies while contributing to audits and process improvements.

Qualifications

• 1–5 years of experience in a Customer Service or Call Center environment, preferably handling US-based clients or HR/Technical support.
• Excellent verbal and written communication skills, with active listening and the ability to influence stakeholders.
• Familiarity with Ticketing Systems (Freshworks/Zendesk/Service Cloud), HRIS, Payroll Systems (ADP), and ATS.
• Strong Critical Thinking, Problem Solving, High Attention to Detail, Ethical Practice, and ability to handle confidential information with discretion.

Responsibilities

• Front-line Support: Manage inbound channels (phone, email, chat) and make outbound calls to address concerns related to Human Resources, Payroll, System/Application issues, and employee benefits.
• Ticket Triage & Ownership: Accurately record, triage, and elevate support incidents using established guidelines, ensuring tickets reach the correct department.
• Resolution Focus: Follow up diligently to ensure all employee requests are resolved to a satisfactory conclusion.
• Multitasking & Accuracy: Maintain 100% accuracy while efficiently multitasking across calls, chats, and emails in a fast-paced environment.
• Process Compliance: Follow pre-assigned checklists and procedures, adhering to organizational policies and communication standards.
• Audits: Perform various support-related Audits as required by internal departments.

Skills

Communication

Active listening

Stakeholder influence

Critical thinking

Problem solving

Attention to detail

Discretion with confidential data

Education

Graduate degree

ITIL certification

SHRM certification

Tools

Freshworks/Zendesk/Service Cloud

HRIS

ADP Payroll

ATS

Job description

Job Overview:

We are looking for a highly energetic and detail-oriented work force coordinator to be the first point of contact for our internal and external employees. This critical role involves providing excellent, patient, and empathetic support across a wide range of employment-related issues.

Key Responsibilities:

• Front-line Support: Manage inbound channels (phone, email, chat) and make outbound calls to address concerns related to Human Resources, Payroll, System/Application issues, and employee benefits.
• Ticket Triage & Ownership: Accurately record, triage, and elevate support incidents using established guidelines, ensuring tickets reach the correct department.
• Resolution Focus: Follow up diligently to ensure all employee requests are resolved to a satisfactory conclusion.
• Multitasking & Accuracy: Maintain 100% accuracy while efficiently multitasking across calls, chats, and emails in a fast-paced environment.
• Process Compliance: Follow pre-assigned checklists and procedures, adhering to organizational policies and communication standards.
• Audits: Perform various support-related Audits as required by internal departments.

Required Qualifications & Skills:

Experience:

1-5 years of experience in a Customer Service or Call Center environment, preferably handling US-based clients or HR/Technical support.

Communication:

Excellent verbal and written communication skills, with active listening and the ability to influence stakeholders.

System Knowledge (Preferred):

Familiarity with Ticketing Systems (Freshworks/Zendesk/Service Cloud), HRIS, Payroll Systems (ADP), and ATS.

Core Competencies:

Strong Critical Thinking, Problem Solving, High Attention to Detail, Ethical Practice, and ability to handle confidential information with discretion.

Schedule:

Must be flexible and comfortable working in Night Shifts (Current operational hours are 5 PM 8 AM IST).

Education:

Graduate (Any discipline). Certifications like ITIL or SHRM are a plus.