Manager - Employee Helpdesk - Bangalore/Mumbai
Location: Bengaluru, Mumbai • Level: Senior Level • Openings: 2 • Type: Full-time
Job description
Job Title: Manager– Employee Helpdesk
Job Location: Bangalore/Mumbai
Work Model: Work from Office
Candidate Industry : (BPO / KPO / GBS / GCC / GSS / Captive Shared Services)
Candidate Location: Anywhere in India
Education Qualification: Any Degree
Candidate Industry : (BPO / KPO / GBS / GCC / GSS / Captive Shared Services)
Candidate Location: Anywhere in India
Education Qualification: Any Degree
Detailed Job Description
Candidate with minimum 10+ years of experience in HRO domain or relevant domain with team management
Handle employee HR queries through calls, emails, and ticketing systems.
Provide support on HR processes including Payroll, Benefits, Employee Data, Time & Attendance, and HR Policies.
Resolve employee concerns while ensuring SLA adherence and First Call Resolution.
Create, track, update, and close tickets in ServiceNow, Remedy, or other case management tools.
Deliver high-quality customer service in an international voice support environment.
Maintain confidentiality of employee information and comply with data privacy policies.
Follow SOPs, knowledge articles, and process guidelines for query resolution.
Work closely with employees, managers, vendors, and stakeholders to address HR-related concerns.
Research issues, analyze cases, and provide accurate resolutions within defined timelines.
Operate HR systems, telephony tools, and ticketing platforms effectively.
Adapt to changing business requirements and support global HR operations.
Work in a 24/7 support environment with rotational shifts and work-from-office requirements.
Mandatory Skills: Hire-to-Retire,
Transitions, HRO, Workday, HR Compliance, Customer Support
Job ID: 1969