Process Associate (HR Contact Center)

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. · 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 escalate 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. · 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. · 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. India Enterprise Operations Professional Bangalore, IN (0063) IBM India Private Limited