Team Member - Contact Center (HR Process Operations)

1 - 3 years

2 - 5 Lacs

Posted:1 day ago| Platform: Naukri logo

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Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title:

1) Job Purpose

This role will serve as the first point of contact for employees reaching out to the Contact Center with HR-related queries. The role involves understanding employee requirements, providing accurate information, and raising requests on behalf of users. The position focuses on delivering prompt, high-quality, voice-based service in alignment with organizational standards.

2) Dimensions

  • Manpower Handled:

    Management and staff employees across entities where Contact Center services are live
  • Other Parameters:

    High volume of voice-based HR queries; adherence to SLA metrics

3) Job Context & Major Challenges

Context:

Major Challenges:

  • Understanding and managing multiple HR processes
  • Coordinating with internal teams for document processing
  • Adhering to defined SLAs and service excellence benchmarks
  • Delivering consistent service quality under pressure

4) Principal Accountabilities:

Accountability Supporting Actions,

5) Relationships

Internal Stakeholders:

  • Team Lead & Agents

    Daily coordination for query resolution
  • Tech Team

    – As required, for system-related support
  • Service Excellence Team

    – Periodic audits and quality reviews

External Stakeholders:

  • Business Users

    – Daily interaction for handling and resolving HR service requests

    Role & responsibilities

Education : 10+2+3 or any other Undergraduate is a must.

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