HR helpdesk Team lead
Gratitude IncHR helpdesk Team lead
Job Description
Key Skills
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Hiring Alert – HR Helpdesk Team Lead
Location: Mumbai
Experience: 6 to 12 Years
Band: BPO 5
Salary: 16–17 LPA
Role: HR Helpdesk Team Lead
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 including Policies, Employee Data, Payroll, Benefits, T&A, and L&D
Experience working with HR case/workflow management tools such as ServiceNow and Remedy
Working knowledge of HR systems and applications like HRIS and Payroll systems
Strong understanding of SLAs and call center metrics such as AHT, FCR, and 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 such as Avaya
Willingness to work in 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, 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:
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 for 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 Skills:
International Voice Support & Professional Communication
People Management & Team Leadership Capability
Quality Assurance, SLA Adherence & Compliance Management
Customer Service & Stakeholder Relationship Management
MIS Reporting, Data Analysis & Business Presentation Skills
Application Knowledge in ServiceNow / Workday / Avaya & Data Privacy
Time Management, Productivity & Shift Readiness (24×7)
Ex-TCS Employees cannot apply
PAN Card and Date of Birth are mandatory for profile creation.
Questionnaire Link: https://myglit.com/lateral/cref/3cc8add892
Note: Filling out the questionnaire form is mandatory for the further selection process. Profiles without the completed form will not be considered.
Role
Team Leader
Timings
Day Shift (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
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.
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