Process Analyst Human Resource Operations - Contact Center
As a Process Analyst in the HR Contact Center, you will be responsible for receiving and resolving HR-related queries from employees via calls, emails, and chats. You should be flexible to work in shifts. Your primary responsibilities include educating and documenting enquirers on processes, providing quality customer service in every interaction, and identifying, investigating, analyzing, and resolving issues within the process. You will monitor and process tickets in the ticketing system and provide floor support for escalation and query resolution. The ideal candidate has 1-2 years of experience in HR Contact Center operations at an international IT/ITES company, proactively anticipates potential issues, adjusts work priorities to meet evolving customer needs, and initiates follow-ups on resolutions and action plans. Strong collaboration with internal and external stakeholders and proficiency in MS Office applications are expected. Excellent communication skills in English, both oral and written, are essential.
