Contact Centre Analyst - People Operations

Analyst Proposed designation : Contact Centre Analyst – People Operations Role: Analyst (Voice + Non-Voice) Reporting to Assistant Manager/ Manager Geo to be supported : US Shift : 6:30 PM to 3:00 AM Roles & Responsibilities o Act as the first point of contact for employee inquiries across voice calls, email, chat, and case management tools. o Provide clear, accurate, and empathetic responses. o Resolve employee requests within defined quality standards and service level agreements (SLAs). o Log, track, and resolve calls and tickets while ensuring data accuracy and completeness. o Maintain accurate records of employee interactions and system updates. o Monitor shared mailboxes and work queues to ensure timely responses. o Follow established SOPs Knowledge Articles and support materials before replying to the employees and escalate complex issues in accordance with the governance model. o Adhere to all organizational policies, compliance requirements, and data confidentiality standards. o Contribute to the continuous improvement of knowledge base articles and FAQs. o Identify process improvement opportunities and proactively raise operational concerns. · Behavioral Competencies: o Empathy & Patience: Ability to understand employee concerns and manage queries with a patient and supportive manner. o Active listening and effective questioning skills. o Problem-solving and analytical skills with the ability to identify root causes and determine appropriate resolution or escalation paths. o Resilient and able to manage high volumes of requests. o Collaborative team player with strong interpersonal skills. o Self-motivated, adaptable, and eager to learn. o Willing to learn US HR policies, processes, and terminology to effectively resolve employee queries. o · Skills & Experience o Excellent verbal and written communication skills. o Ability to manage employee interactions across multiple channels, including voice, email, chat and ticketing tools. o Strong process orientation with keen attention to detail. o Ability to work independently, prioritize tasks, and meet deadlines. · Required Qualifications & Experience o Graduate in any discipline. o 6months - 1 years of experience in Tier 1 HR support, preferably supporting US-based clients. o Experience in HR Operations, People Operations, Shared Services, Contact Center, or Helpdesk environments Model. o Basic experience working with HR systems such as Workday, SAP, SuccessFactors, PeopleSoft, or similar platforms. o Basic experience in using case management and ticketing tools (e.g., ServiceNow, Zendesk, Salesforce Service Cloud). o Proficiency in MS Office Suite, particularly Outlook and Excel.