Senior Team Leader - HR Contact Centre Support

Team Leader Proposed designation : Contact Centre Senior / Team Leader – 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 o Act as primary point of contact for Tier 1 enquiries for partners & employees. o Resolve requests via case management tools within SLA. o Provide clear, accurate, and empathetic responses. o Escalate complex issues as per defined governance model. o Contribute to knowledge base and FAQ improvements. · Queries Management: o Experience in a HR Tier 1 support role, preferably US client HR Services experience. o Excellent written communication skills, with the ability to provide clear, concise, and empathetic responses. o Proficiency using case management and ticketing tools (e.g., ServiceNow, Zendesk). o Strong knowledge of HR policies, processes, and terminology to effectively resolve employee queries. · Behavioral Competencies: o Empathy & Patience: Ability to understand employee concerns and handle queries with a patient and supportive demeanor. o Problem-Solving: Skill in diagnosing the root cause of an issue and identifying the appropriate resolution path or escalation point. o Resilience: Capacity to manage difficult interactions and maintain a positive attitude in a high-volume query environment. oo Active Listening: The skill to fully understand a query before responding, ensuring the resolution is relevant and complete. Required Qualifications & Experience • Minimum of 5-6 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 Senior Level