HR Helpdesk Team Lead

Role/Skill: 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 (Policies, Employee Data, Payroll, Benefits, T&A, L&D).

* Experience working with HR case/workflow management tools such as ServiceNow, Remedy.

* Working knowledge of HR systems and applications (e.g., HRIS, Payroll Systems).

* Strong understanding of Service Level Agreements (SLAs) and call center metrics (AHT, FCR, 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 (e.g., Avaya).

* Willingness to work 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 (FCR), 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

Domain 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 (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 & CAPABILITIES

* International Voice Support & Professional Communication.

* People Management & Team Leadership Capability (Staffing, Engagement, Succession).

* Quality Assurance, SLA Adherence & Compliance Management.

* Customer Service & Stakeholder Relationship Management.

* MIS Reporting, Data Analysis & Business Presentation Skills (Excel, PPT).

* Application Knowledge (ServiceNow / Workday / Avaya) & Data Privacy.

* Time Management, Productivity & Shift Readiness (24×7).

Note:

PAN and DOB are required for profile creation.