HR Help Desk Team Lead

Gratitude Inc

1124 Views

2 months ago

HR Help Desk Team Lead

6-12 Year(s)

Mumbai (mumbai central)

Quick Apply Apply

Job Description

Key Skills

HR operations International voice Process HR helpdesk operations International voice process experience

140 candidate(s) have already applied for this Job. Apply now

Role/Skill: HR Helpdesk Team Lead

Location: Mumbai

Experience: 6 to 12 years

Band: BPO 5

Salary: 16-17 LPA

JOB REQUIREMENTS

• 6–10 years of overall experience in International Voice Process – Mandatory

• Minimum 2 years of Team handling and stakeholder management experience - Mandatory

• Experience in US voice process – Mandatory

• Prior experience in HR Helpdesk / HR Operations support

• Hands-on experience in managing Tier 1 HR queries (Policies, Employee Data, Payroll, Benefits, T&A, L&D)

• Experience working with HR case/workflow management tools such as ServiceNow, Remedy

• Working knowledge of HR systems and applications (e.g., HRIS, Payroll systems)

• Strong understanding of Service Level Agreements (SLAs) and call center metrics (AHT, FCR, TAT)

• Knowledge of Quality methodologies, audits, and compliance standards

• Working knowledge of MIS, reporting, Excel, and presentations

• Familiarity with telephony tools and call-handling systems (e.g., Avaya)

• Willingness to work 24/7 rotational shifts and mandatory onsite model

RESPONSIBILITIES

Lead and manage a team delivering Tier 1 HR Helpdesk voice support to employees, line managers, vendors, and third parties

• Handle HR-related queries in line with defined procedures, SOPs, and knowledge base

• Ensure all calls and cases are accurately logged, documented, and tracked in the ticketing system

• Drive first call resolution (FCR), accuracy, and adherence to turnaround timelines

• Monitor and ensure consistent achievement of SLAs and quality standards

• Manage escalation calls and complex employee issues as required

• Ensure strict adherence to data privacy and information security requirements

• Plan and manage staffing, scheduling, team engagement, and succession planning

• Conduct coaching, feedback, and performance management for team members

• Identify quality gaps and recommend process improvements and corrective actions

• Prepare and present MIS, dashboards, and performance reports in internal and client governance forums

SKILLS

Domain

HR Operations

• HR Help Desk / HR Helpdesk

• Ask HR / HR Shared Services

• Employee Lifecycle Support

• Tier 1 HR Service Delivery

SOFT SKILLS

• Excellent verbal and written communication (US voice process)

• Active listening, probing, and empathy

• Strong customer service orientation

• Problem-solving and decision-making skills

• Team collaboration and people leadership

• Documentation and knowledge management

• Learning agility and adaptability to new tools/processes

• Attention to detail and logical thinking

EDUCATION

Graduate in any stream (mandatory)

MANDATORY

International Voice Support & Professional Communication

People Management & Team Leadership Capability(Staffing, Engagement, Succession)

Quality Assurance, SLA Adherence & Compliance Management

Customer Service & Stakeholder Relationship Management

MIS Reporting, Data Analysis & Business Presentation Skills (Excel, PPT

Application Knowledge (ServiceNow / Workday / Avaya) & Data Privacy

Time Management, Productivity & Shift Readiness (24×7)

PAN and DOB are required for profile creation**..

Please Apply using this Link

https://myglit.com/lateral/cref/1b59d2cfd2

Role

Any Other

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Functional Area

Any Other

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Tolulope Edun

Recruiter - Gratitude Inc

NA, nigeria

3+ Followers

500+ Posts

View Profile

Interview Tips

Giving the VNA round?
What are the most important skills you acquired as a Soft Skills/VNA trainer?
How would you handle an irate customer?

Get the Best Jobs
on your Fingertips

₹ 60 - ₹ 70 Thousand p.m

Mumbai, India

Details