Workforce Coordinator

Position: Work Force Coordinator

Experience: 3-5 Years

Location: Hyderabad, Telangana - Work from Office

Job Overview:

We are looking for a highly energetic and detail-oriented work force coordinator to be the first point of contact for our internal and external employees. This critical role involves providing excellent, patient, and empathetic support across a wide range of employment-related issues.

Key Responsibilities:

Front-line Support: Manage inbound channels (phone, email, chat) and make outbound calls to address concerns related to Human Resources, Payroll, System/Application issues, and employee benefits.

Ticket Triage & Ownership: Accurately record, triage, and escalate support incidents using established guidelines, ensuring tickets reach the correct department.

Resolution Focus: Follow up diligently to ensure all employee requests are resolved to a satisfactory conclusion.

Multitasking & Accuracy: Maintain 100% accuracy while efficiently multitasking across calls, chats, and emails in a fast-paced environment.

Process Compliance: Follow pre-assigned checklists and procedures, adhering to organizational policies and communication standards.

Audits: Perform various support-related Audits as required by internal departments.

Required Qualifications & Skills:

Experience:

3-5 years of experience in a Customer Service or Call Center environment, preferably handling US-based clients or HR/Technical support.

Communication:

Excellent verbal and written communication skills, with active listening and the ability to influence stakeholders.

System Knowledge (Preferred):

Familiarity with Ticketing Systems (Freshworks/Zendesk/Service Cloud), HRIS, Payroll Systems (ADP), and ATS.

Core Competencies:

Strong Critical Thinking, Problem Solving, High Attention to Detail, Ethical Practice, and ability to handle confidential information with discretion.

Schedule:

Must be flexible and comfortable working in Night Shifts (Current operational hours are 5 PM 8 AM IST).

Education:

Graduate (Any discipline). Certifications like ITIL or SHRM are a plus.

If you are adaptive to change, thrive under pressure, and possess high integrity, apply now to join our global team!

How to Apply:

Interested and qualified candidates are invited to submit their application through one of the following methods:

1. Naukri Portal:

   Click on the 'Apply Now' button on this job posting.

2. Email Application:

   Send your updated CV/resume directly to santosh.diwakar@bcforward.com with the subject line:

   "Application for work force coordinator (Naukri)"

   .

Please ensure your resume clearly highlights your experience with US clients, ticketing systems, and call center environments.