HR Helpdesk Team Lead
Gratitude IncHR Helpdesk Team Lead
Job Description
Key Skills
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HR Helpdesk Team Lead
Location: Mumbai / Bangalore
Experience: 6–12 Years
Band: BPO 5
Salary: ₹16–17 LPA
Job IDs: 425282 (Bangalore) | 428651 (Mumbai)
Shift: 24/7 Rotational Shifts
Work Mode: Mandatory Onsite
Job Overview
We are looking for an experienced HR Helpdesk Team Lead to lead a team delivering Tier 1 HR Helpdesk voice support to employees, managers, vendors, and third parties. The role requires strong international voice experience, people management, HR Operations knowledge, stakeholder management, and expertise in SLA, quality, and performance management.
Key Requirements
6–10 years of overall experience in International Voice Process – Mandatory.
Minimum 2 years of team handling and stakeholder management experience – Mandatory.
US Voice Process experience – Mandatory.
Prior experience in HR Helpdesk / HR Operations support.
Hands-on experience handling Tier 1 HR queries related to:
HR Policies
Employee Data
Payroll
Benefits
Time & Attendance
Learning & Development
Experience with HR case/workflow management tools such as ServiceNow and Remedy.
Working knowledge of HRIS and Payroll systems.
Strong understanding of SLA, AHT, FCR, and TAT.
Knowledge of quality methodologies, audits, and compliance standards.
Strong skills in MIS, reporting, MS Excel, and PowerPoint presentations.
Familiarity with telephony and call-handling systems such as Avaya.
Willingness to work 24/7 rotational shifts and follow a mandatory onsite work model.
Key Responsibilities
Lead and manage a team providing Tier 1 HR Helpdesk voice support.
Support employees, line managers, vendors, and third parties with HR-related queries.
Ensure queries are handled according to defined SOPs, procedures, and knowledge bases.
Ensure accurate logging, documentation, and tracking of calls and cases.
Drive First Call Resolution (FCR), accuracy, productivity, and turnaround time.
Monitor and ensure consistent achievement of SLA and quality targets.
Handle escalations and complex employee issues when required.
Ensure strict adherence to data privacy and information security requirements.
Plan staffing, scheduling, team engagement, and succession planning.
Conduct coaching, feedback, and performance management for team members.
Identify quality gaps and recommend corrective and process improvement actions.
Prepare and present MIS, dashboards, and performance reports in internal and client governance forums.
Manage stakeholder relationships and support continuous improvement initiatives.
Domain Skills
HR Operations
HR Helpdesk / HR Service Desk
Ask HR / HR Shared Services
Employee Lifecycle Support
Tier 1 HR Service Delivery
HR Query & Case Management
Mandatory Competencies
International Voice Support & Professional Communication
People Management & Team Leadership
Staffing, Engagement & Succession Planning
Quality Assurance & SLA Management
Compliance Management
Customer Service & Stakeholder Management
MIS Reporting & Data Analysis
MS Excel & PowerPoint
ServiceNow / Workday / Avaya
Data Privacy & Information Security
Time Management & Productivity
24/7 Shift Readiness
Soft Skills
Excellent verbal and written English communication.
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.
Attention to detail and logical thinking.
Education
Graduate in any stream – Mandatory.
Eligibility
Ex-TCS employees are not eligible to apply.
PAN and Date of Birth are required for profile creation.
Role
Operations Manager
Timings
Rotational Shifts (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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