HR Helpdesk Team Lead

Gratitude Inc

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2 days ago

HR Helpdesk Team Lead

6-12 Year(s)

₹ 1.33 - ₹ 1.42 Lacs p.m

Mumbai

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Job Description

Key Skills

Customer Service Documentation Knowledge Management Problem Solving avaya system Performance Management Stakeholder Management people Management Communication Skills Productivity Management HR operations Data Privacy International voice Process Employee Relations Coaching & Development HRIS/HCM, payroll support, workforce management systems Expereince in International HR Helpdesk Good understanding of various HR Systems/ applications and case management tools like ServiceNow, Remedy Quality Assurance, SLA Adherence & Compliance Management MIS Reporting, Data Analysis & Business Presentation Skills (Excel, PPT Team Management, SLA Management

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

Job Title: HR Helpdesk Team Lead

Location: Mumbai

Experience: 6–12 Years

Employment Type: Full-Time

Salary: ₹16–17 LPA

Band: BPO 5

Role Overview

TCS is looking for an HR Helpdesk Team Lead to lead Tier 1 HR Helpdesk voice support operations for global employees. The role involves managing HR Operations, HR Shared Services, employee lifecycle support, team leadership, stakeholder management, SLA governance, quality assurance, escalations, MIS reporting, and continuous process improvements while ensuring exceptional customer service.

Key Responsibilities

Lead and manage the HR Helpdesk voice support team.
Handle Tier 1 HR queries related to Payroll, Benefits, Policies, Employee Data, T&A, and Learning & Development.
Manage HR cases through ServiceNow, Remedy, or similar workflow tools.
Ensure First Call Resolution (FCR), SLA adherence, and quality compliance.
Handle escalations and complex employee issues.
Monitor productivity, staffing, scheduling, and workforce planning.
Conduct coaching, feedback sessions, and performance management.
Prepare MIS reports, dashboards, and client governance presentations.
Ensure compliance with data privacy and information security standards.
Drive process improvements and operational excellence initiatives.

Required Skills & Qualifications

6–12 years of HR Operations / HR Helpdesk experience.
International Voice Process (US Voice Support).
Minimum 2 years of Team Handling experience.
HR Shared Services.
Employee Lifecycle Support.
Tier 1 HR Service Delivery.
ServiceNow / Remedy.
HRIS.
Payroll Systems.
SLA Management.
Quality Assurance.
MIS Reporting.
Microsoft Excel & PowerPoint.
Stakeholder Management.
Graduate in any stream.

Preferred Skills

Workday
Avaya
HR Case Management
Workforce Management
Performance Management
Coaching & Mentoring
Compliance Management
Process Improvement
Data Privacy
Knowledge Management

Important Notes

Ex-TCS employees are not eligible to apply.

PAN Card and Date of Birth (DOB) are mandatory for profile creation.

Application Process

To proceed with your application, please complete the AI Assessment using the link below.

Assessment Link: https://myglit.com/lateral/cref/8d3bd645db

Role

Employee Relations Executive

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

Human Resources

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.

Piyush Rathi

Recruiter - Gratitude Inc

NA, india

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