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.