As a Process Associate – HR Contact Center, you will be responsible for handling employee HR-related queries through multiple channels, including calls, emails, and chat.

The role involves providing prompt and accurate support, delivering a positive employee experience, and ensuring the efficient resolution of HR queries. Candidates should be flexible and willing to work in a 24/7 shift environment as required.

This role offers an excellent opportunity for individuals looking to build a career in HR Operations, HR Shared Services, and Employee Experience.

Your role and responsibilities

·       Respond to employee HR-related queries via inbound calls, emails, and chat.

·       Educate employees about HR policies, processes, and procedures whenever required.

·       Deliver high-quality customer service in every interaction.

·       Identify, analyse, and resolve employee issues or escalate them to the appropriate team when needed.

·       Monitor and update tickets in the ticketing system, ensuring timely resolution.

·       Support the team in resolving employee queries and maintaining service quality.

·       Collaborate with internal stakeholders to ensure accurate and efficient issue resolution.

·       Maintain clear and professional communication with employees across different levels of the organization.

·       Meet defined service levels, quality standards, and productivity targets.

·       Ensure adherence to established HR service processes and compliance requirements.

·       Handle employee information with a high level of confidentiality and professionalism.

·       Support employees across different regions and time zones in accordance with defined service standards.

Required education

Bachelor's Degree

Preferred education

Master's Degree

Required technical and professional expertise

·       Graduate or Postgraduate (MBA in HR preferred).

·       Freshers are welcome to apply.

·       Internship, project, or academic exposure to HR, customer service, or shared services is an added advantage.

Preferred technical and professional experience

·       Excellent verbal and written communication skills.

·       Ability to communicate professionally and empathetically with employees.

·       Basic understanding of HR processes and employee lifecycle (preferred).

·       Strong problem-solving and analytical skills.

·       Customer-focused mindset with a willingness to learn.

·       Ability to work collaboratively in a team environment.

·       Basic knowledge of MS Office (Excel, Word, and Outlook).

·       Willingness to work in rotational shifts and adapt to a fast-paced environment.

·       Ability to manage multiple tasks and prioritize work effectively.

·       Strong attention to detail and commitment to accuracy.

Additional Information / Pre-employment Requirements:

·       Selected candidates will be required to undergo a comprehensive background verification process. This verification may take up to 6 weeks to complete, and the final employment offer/onboarding will be subject to successful verification clearance.

·       This role operates in a 24/7 service environment, and candidates should be willing to work rotational shifts, including night shifts, as required.

Years of Experience:0 - 1

ABOUT BUSINESS UNIT

IBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.