JOB DESCRIPTION

LEAD HR HELPDESK

Job Title: Lead HR Helpdesk

Job Location: Saltlake, Kolkata, West Bengal, India. Should be based out of Kolkata.

Qualification required: MBA-HR or Post Graduate-HR or Other equivalent degree or diploma.

Experience required: 5+ years of relevant experience, into shared services support role preferably.

Functional Area: Human Resources II Industry Type: IT/ITeS II Employment Type: Full Time, Permanent

Profile Overview

We have exciting opportunities for results-driven HR Professionals who will be a part of the HR Service Desk Team and act as a 1st Level as well as 2nd Level SPOC for HR Queries and Support. He/She should be able to understand and gain insight into employee concerns and problems by questioning, exploring issues and reviewing data. He/She will be involved into different phases of an employee’s life cycle in the company.

Role & Responsibilities

Lead HR is going to be an Individual Contributor and will be responsible for leading the team of Jr. Executive/Executive HR Helpdesk, doing analysis of performance and enhancing productivity for the team. He/She will act as a 1st Level as well as 2nd Level SPoC for solving employee’s queries, offering resolution and/or escalating queries to the next level/relevant team. He/She needs to bridge the gap between the employer & employee.

He/She should be able to

• Understand and effectively manage the team’s performance.
• Clearly communicate team goals and deliverables and keep the team updated on changes.
• Coach team members and provide the first level advice on procedures/methods.

• Handle escalations and enhance productivity for the team.
• Act as the 1st Level as well as 2nd Level SPOC for all HR queries through the service desk.
• Constantly monitor for queries from employees on various topics of the employee life cycle starting at onboarding till exit.
• Review queries and respond in the standard format set for these. Incase the queries are not clear, you will need to get in touch with the employee and understand the query before offering resolution
• Connect with the Center HR team, incase these are not standard queries and needs to be handled separately- so that the query can forwarded to Centre HRs
• All queries need to be responded and closed by the time matrix set.
• Maintain employee database w.r.t. employee’s queries/concerns & its resolutions with all relevant details, Weekly reporting of closures/misses etc.
• Assist in other HR related tasks/activities-as applicable

This is a completely WFH Role other than during trainings. However, might need to come to office; time to time; basis business requirement.

Must have skills

• Query Management
• Team Management & Organizational Skills
• Strong communication & interpersonal skills
• Attentive listener, understanding, empathetic & personable

• Be courteous, positive and empathetic when responding to questions.

• Strong knowledge of MS Office (Word, Excel & PowerPoint) & Google Suite
• Data Handling & Reporting
• Attention to detail