International HR Helpdesk Team Lead – Voice Process

HR Helpdesk Team Lead

Role/Skill: HR Helpdesk Team Lead

Location: Mumbai

Experience: 6 to 12 years

Band: BPO 6

Job ID: 436499

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

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

• 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)
  

Ex TCS Employees can't apply

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