HR Helpdesk Team Lead- Mumbai

Gratitude Inc

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1 month ago

HR Helpdesk Team Lead- Mumbai

6-11 Year(s)

₹ 1.4 - ₹ 1.5 Lacs p.m

Mumbai (virar, mumbai central, marine lines)

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Job Description

Key Skills

Team Handling Team Management BPO Skills BPO Operations BPO industry BPO Recruitment BPO Hiring voice account BPO Call center HRIS payroll. payroll system knowledge of Quality metrics Familiarity with HRIS/HCM, payroll support, workforce management systems (UKG, ADP, Workday, SAP) Experience with HRIS systems Strong knowledge of KPIs, SLAs, and performance management Employee Engagement Compliances & Audits Stake holder Management Telephony tools e.g. Avaya

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Tata Consultancy Services | HR Helpdesk Team Lead

Location: Mumbai, India

Work Setup: Onsite

Shift: 24x7 Rotational, Mandatory Onsite

Job Type:Full-time

Band: BPO 5

Experience: 6–12 Years [JD: 6-10 yrs must-have]

Job ID:413967

Salary: 16–17 LPA

*Role Summary

Lead a Tier 1 HR Helpdesk voice support team for US/international clients. Own HR case management, SLA/KPI delivery, quality, and team performance. Drive FCR, accuracy, and employee experience for HR queries across Policies, Payroll, Benefits, T&A, and L&D.

Key Responsibilities

- *Team Leadership & Operations:* Lead and manage Tier 1 HR Helpdesk voice support for employees, managers, vendors, and third parties. Plan staffing, scheduling, engagement, and succession planning

- *Service Delivery:* Handle HR queries per SOPs and knowledge base. Ensure all calls/cases are logged, documented, and tracked in ServiceNow/Remedy. Drive First Call Resolution [FCR], accuracy, and TAT adherence

- *Quality & Compliance:* Monitor SLAs, AHT, FCR, and quality standards. Manage escalations and complex issues. Ensure strict data privacy and information security compliance. Conduct audits and recommend process improvements

- *Performance & Reporting:* Coach, provide feedback, and manage performance for team members. Prepare MIS, dashboards, and reports for client/internal governance forums

*Job Requirements – Mandatory*

- *Experience:* 6–10 years in International Voice Process. 2+ years in Team Handling & Stakeholder Management. US Voice Process experience mandatory

- *Domain:* Prior HR Helpdesk/HR Operations support. Hands-on Tier 1 HR queries: Policies, Employee Data, Payroll, Benefits, T&A, L&D

- *Systems:* ServiceNow/Remedy case/workflow tools. Working knowledge of HRIS, Payroll systems, Avaya telephony tools

- *Metrics:* Strong understanding of SLAs, AHT, FCR, TAT. Knowledge of Quality methodologies, audits, and compliance

- *Analytics:* MIS, Reporting, Advanced Excel, and Presentation skills

*Skills & Competencies

*Domain:* HR Operations, HR Helpdesk/Shared Services, Employee Lifecycle Support, Tier 1 Service Delivery

*Soft Skills:* US Voice Communication, Active Listening & Empathy, Customer Service Orientation, Problem-Solving & Decision-Making, People Leadership, Documentation & Knowledge Mgmt, Learning Agility, Attention to Detail

*Education*

Graduate in any stream – Mandatory

Role

Customer Service Executive

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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Norman Bogonko

Recruiter - Gratitude Inc

NA, kenya

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