Analyst

Description Job Title: Customer Support Executive – Inbound Voice (US HR Process – HRSD) Location: Chandigarh Shift: Night Shifts (Aligned to US Time Zones) Process Type: Inbound Voice (Blend – Voice/Chat/Ticketing) Domain: Human Resources – HR Shared Services (US Process) Role Overview We are hiring for our US HRSD (Human Resource Service Delivery) Program , a blended contact center process supporting employees across the United States. This role primarily requires strong inbound voice handling skills , along with the ability to manage chat and ticketing queries. The selected candidates will support HR-related inquiries for US-based employees while ensuring high service quality, compliance, and data confidentiality. Key Responsibilities • Handle inbound voice calls from US employees regarding HR-related queries. • Provide support through chat and ticketing systems as part of the blended model. • Address HR inquiries including: • Payroll & compensation (US payroll understanding preferred) • Benefits & insurance (medical, 401(k), etc.) • Attendance management • HR policies & compliance • Onboarding & offboarding • Employee data and system access requests • Log and track cases accurately in HRMS/CRM systems. • Adhere to US compliance standards and data privacy regulations . • Maintain high CSAT through empathy, professionalism, and effective resolution. • Meet and exceed KPIs including: • Quality scores • AHT • First Call Resolution (FCR) • SLA adherence • Productivity targets Eligibility Criteria • Graduate (any discipline); MBA/HR preferred. • 0–4 years of experience in US BPO / Contact Center (HR domain preferred). • Excellent verbal communication skills with neutral accent (mandatory). • Strong written communication skills for chat/ticket handling. • Understanding of US workplace culture and professional etiquette. • Basic knowledge of US HR processes is an added advantage. • Comfortable working in night shifts (US time zones) . • Immediate joiners preferred (if applicable). Required Skills • Strong customer-first mindset. • Ability to handle sensitive HR data confidentially. • Good listening and probing skills. • Problem-solving and critical thinking ability. • Ability to multitask across voice, chat, and ticketing systems. Why Join This Role? • Exposure to US HR operations and global HR practices . • Opportunity to build expertise in HR Shared Services. • Career growth into: • HR Operations Specialist • Quality Analyst • Workforce Management • Team Leader • Performance-based incentives and structured learning programs.