Analyst

Job Title: Customer Support Executive – Inbound Voice (US HR Process – HRSD)

Location: Chandigarh

Shift: Night Shifts (Aligned to US Time Zones)

Process Type: Inbound Voice (Blend – Voice/Chat/Ticketing)

Domain: Human Resources – HR Shared Services (US Process)

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Role Overview

We are hiring for our US HRSD (Human Resource Service Delivery) Program , a blended contact center process supporting employees across the United States.

This role primarily requires strong inbound voice handling skills , along with the ability to manage chat and ticketing queries. The selected candidates will support HR-related inquiries for US-based employees while ensuring high service quality, compliance, and data confidentiality.

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Key Responsibilities

- Handle inbound voice calls from US employees regarding HR-related queries.
- Provide support through chat and ticketing systems as part of the blended model.
- Address HR inquiries including: Payroll & compensation (US payroll understanding preferred)
- Benefits & insurance (medical, 401(k), etc.)
- Attendance management
- HR policies & compliance
- Onboarding & offboarding
- Employee data and system access requests

- Log and track cases accurately in HRMS/CRM systems.
- Adhere to US compliance standards and data privacy regulations .
- Maintain high CSAT through empathy, professionalism, and effective resolution.
- Meet and exceed KPIs including: Quality scores
- AHT
- First Call Resolution (FCR)
- SLA adherence
- Productivity targets

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Eligibility Criteria

- Graduate (any discipline); MBA/HR preferred.
- 0–4 years of experience in US BPO / Contact Center (HR domain preferred).
- Excellent verbal communication skills with neutral accent (mandatory).
- Strong written communication skills for chat/ticket handling.
- Understanding of US workplace culture and professional etiquette.
- Basic knowledge of US HR processes is an added advantage.
- Comfortable working in night shifts (US time zones) .
- Immediate joiners preferred (if applicable).

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Required Skills

- Strong customer-first mindset.
- Ability to handle sensitive HR data confidentially.
- Good listening and probing skills.
- Problem-solving and critical thinking ability.
- Ability to multitask across voice, chat, and ticketing systems.

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Why Join This Role?

- Exposure to US HR operations and global HR practices .
- Opportunity to build expertise in HR Shared Services.
- Career growth into: HR Operations Specialist
- Quality Analyst
- Workforce Management
- Team Leader

- Performance-based incentives and structured learning programs.