Ensure SLAs and KPIs are met for query resolution, ticket closures, employee satisfaction while handling escalated issues with appropriate documentation.
Improve First Contact Resolution Rate to enhance service efficiency.
Maintain a high level of empathy in all employee interactions.
Liaise with HR Business Partners, Payroll, Benefits, and Compliance teams to resolve complex issues.
Track Average Response and Resolution Time to ensure timely support
Conduct regular reviews to ensure Compliance Adherence across helpdesk operations.
Ensure adherence to HR policies, labor laws, and data privacy regulations
Requirements:
Bachelor's degree in human resources, Business Administration, or related field.
7-12 years of experience in HR operations or helpdesk/Grievance management.
Strong understanding of HR processes, systems (e.g., Workday, SAP), and compliance frameworks.
Excellent communication, problem-solving, and interpersonal skills with an empathetic and solution-oriented mindset.
Experience in managing teams and driving performance through metrics.
Ability to handle confidential information with discretion.
