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.