Workforce Coordinator

BCforward; Hyderabad; On-site; INR 350,000 - 520,000; Full time

Job summary

BCforward seeks a highly energetic and detail-oriented Workforce Coordinator to be the first point of contact for our internal and external employees. This role provides patient and empathetic support across a wide range of employment-related issues.

You will manage front-line channels, triage tickets, and ensure issues are resolved promptly while maintaining accuracy in a fast-paced environment. Night shifts are required (5 PM–8 AM IST).

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 like Freshworks, Zendesk or Service Cloud, HRIS, ADP payroll systems, and ATS.
• Strong critical thinking, problem solving, high attention to detail, ethical practice, and ability to handle confidential information.
• Graduate degree; ITIL or SHRM certifications are a plus.
• Schedule: night shifts (5 PM–8 AM IST).

Responsibilities

• Front-line Support: Manage inbound channels (phone, email, chat) and make outbound calls to address concerns related to HR, payroll, system/application issues, and employee benefits.
• Ticket Triage & Ownership: Accurately record, triage, and extend 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.

Tools

Freshworks

Zendesk

Service Cloud

HRIS

ADP

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 extend 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.