Sr. Process Analyst Human Resource Operations - Contact Center
As a Senior Process Analyst in HR Contact Center Operations, you will handle incoming calls, emails, and chats to resolve HR-related queries from employees. You are expected to be flexible with shift-based work schedules. Key responsibilities include educating and documenting enquirers on HR processes, delivering quality customer service in every interaction, and identifying, investigating, analyzing, and resolving process-related issues. You will monitor and process tickets within the ticketing system and provide floor support for escalation and query resolution. The ideal candidate is a graduate or postgraduate (MBA HR preferred) with experience in HR Contact Centre operations for international IT/ITES companies. Strong ability to proactively anticipate issues, adjust work priorities to meet customer needs, and collaborate with internal and external stakeholders for process improvements is required.
