IBM Hiring Process Associate HR Contact Center (Bangalore) | Freshers Eligible

About the Role

As a Process Associate in the HR Contact Center, you will handle employee HR-related queries through calls, emails, and chat. The role focuses on giving prompt and accurate support, delivering a positive employee experience, and resolving HR queries efficiently. Candidates should be flexible and willing to work in a 24/7 shift environment as required.

This role is a good fit for those who want to build a career in HR Operations, HR Shared Services, and Employee Experience.

Responsibilities

• Respond to employee HR-related queries via inbound calls, emails, and chat.
• Educate employees about HR policies, processes, and procedures when needed.
• Deliver high-quality customer service in every interaction.
• Identify, analyse, and resolve employee issues, or escalate them to the appropriate team.
• Monitor and update tickets in the ticketing system, ensuring timely resolution.
• Support the team in resolving employee queries and maintaining service quality.
• Collaborate with internal stakeholders to ensure accurate and efficient issue resolution.
• Maintain clear and professional communication with employees across different levels of the organization.
• Meet defined service levels, quality standards, and productivity targets.
• Ensure adherence to established HR service processes and compliance requirements.
• Handle employee information with a high level of confidentiality and professionalism.
• Support employees across different regions and time zones in line with defined service standards.

Additional Information

Selected candidates will undergo a comprehensive background verification process, which may take up to 6 weeks. The final employment offer and onboarding are subject to successful verification clearance.

The role operates in a 24/7 service environment, and candidates should be willing to work rotational shifts, including night shifts, as required.