HR Helpdesk Team Lead Jobs Mumbai | US Voice | 24x7 Onsite

About the role

We are hiring an HR Helpdesk Team Lead in Mumbai to lead a team delivering Tier 1 HR helpdesk voice support to employees, line managers, vendors and third parties. You will drive first call resolution, SLA and quality targets, handle escalations, manage staffing and coach your team. You will also present MIS and performance reports in internal and client governance forums. The role suits a leader with 6 to 12 years of experience, including international and US voice process and at least 2 years of team handling. It is a 24x7 rotational, fully onsite role.

Key responsibilities

Team leadership

• Lead and manage a team delivering Tier 1 HR helpdesk voice support
  
• Plan and manage staffing, scheduling, team engagement and succession planning
  
• Coach team members, give feedback and manage performance
  

Service delivery

• Handle HR queries in line with procedures, SOPs and the knowledge base
  
• Make sure calls and cases are logged, documented and tracked accurately in the ticketing system
  
• Drive first call resolution, accuracy and turnaround time
  
• Keep SLAs and quality standards on target
  
• Manage escalation calls and complex employee issues
  
• Follow data privacy and information security requirements strictly
  

Quality, reporting and improvement

• Find quality gaps and recommend process improvements and corrective actions
  
• Prepare and present MIS, dashboards and performance reports in internal and client governance forums
  

Required qualifications and experience

• 6 to 10 years of experience in international voice process (the header says 6 to 12 years) (mandatory)
  
• US voice process experience (mandatory)
  
• At least 2 years of team handling and stakeholder management (mandatory)
  
• Graduate in any stream (mandatory)
  
• Experience managing Tier 1 HR queries: policies, employee data, payroll, benefits, time and attendance, learning and development
  
• Prior HR helpdesk or HR operations support experience
  
• Experience with case and workflow tools such as ServiceNow and Remedy
  
• Working knowledge of HR systems (HRIS, payroll, Workday)
  
• Strong understanding of SLAs and call center metrics (AHT, FCR, TAT)
  
• Knowledge of quality methods, audits and compliance standards
  
• MIS, reporting, Excel and presentation skills
  
• Familiarity with telephony tools such as Avaya
  
• Excellent verbal and written communication, active listening and empathy
  
• Willing to work 24x7 rotational shifts, fully onsite
  

Job details

Why join​

• Lead an HR helpdesk team on an international US voice account
  
• Direct client governance exposure
  
• Hands-on work with ServiceNow, HR systems and telephony tools
  
• Clear path to HR operations manager roles