Analyst

• *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.