Senior Contact Centre Analyst - People Operations
Kpmg India Services Llp
Work from Office
Full Time
Min. 3 yearsJob Description
Senior Analyst
Proposed designation : Contact Centre Senior Analyst – People Operations
Role: Individual Contributor (Voice + Non-Voice)
Reporting to Assistant Manager/ Manager
Geo to be supported : US
Shift : 6:30 PM to 3:00 AM
Roles & Responsibilities
oAct as primary point of contact for Tier 1 enquiries for partners & employees.oResolve requests via case management tools within SLA.oProvide clear, accurate, and empathetic responses.oEscalate complex issues as per defined governance model.oContribute to knowledge base and FAQ improvements.·Queries Management:oExperience in a HR Tier 1 support role, preferably US client HR Services experience.oExcellent written communication skills, with the ability to provide clear, concise, and empathetic responses.oProficiency using case management and ticketing tools (e.g., ServiceNow, Zendesk).oStrong knowledge of HR policies, processes, and terminology to effectively resolve employee queries.·Behavioral Competencies:oEmpathy & Patience: Ability to understand employee concerns and handle queries with a patient and supportive demeanor.oProblem-Solving: Skill in diagnosing the root cause of an issue and identifying the appropriate resolution path or escalation point.oResilience: Capacity to manage difficult interactions and maintain a positive attitude in a high-volume query environment.oActive Listening: The skill to fully understand a query before responding, ensuring the resolution is relevant and complete.Required Qualifications & Experience
•Minimum of 3-4 years progressive experience in Tier 1 HR Support for US client•Experience in Tier 1 support role, preferably within an HR context.•Excellent oral & written communication skills, with the ability to provide clear, concise, and empathetic responses.•Proficiency using case management and ticketing tools (e.g., ServiceNow, Zendesk, Salesforce Service Cloud).•Strong knowledge of HR policies, processes, and terminology to effectively resolve employee queries.•Experience in HR Operations / People Operations / Shared Services•Strong process orientation and attention to detail•Ability to work with HR systems (e.g., Workday, SAP, SuccessFactors – or similar)•Data accuracy and compliance mindset•Experience Level
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