436499 (Bangalore) | 436500 (Mumbai) HR Helpdesk Team Lead
MumbaiFull-time6–10 yrsPosted yesterday
Senior HR role at Gratitude in Mumbai. Needs 6–10 years and a degree.
About the role
Willingness to work 24/7 rotational shifts and mandatory onsite model RESPONSIBILITIES Lead and manage a team delivering Tier 1 HR Helpdesk voice support to employees, line managers, vendors, and third parties Handle HR-related queries in line with defined procedures, SOPs, and knowledge base Ensure all calls and cases are accurately logged, documented, and tracked in the ticketing system
What you'll do
- Handle HR-related queries in line with defined procedures, SOPs, and knowledge base
- Ensure all calls and cases are accurately logged, documented, and tracked in the ticketing system
- Drive first call resolution (FCR), accuracy, and adherence to turnaround timelines
- Monitor and ensure consistent achievement of SLAs and quality standards
- Manage escalation calls and complex employee issues as required
What you need
- HR operations
- Learning and development
- HRMS
- Talent management
- Performance management
- Voice process
Good to have
- MIS reporting
- Data privacy
- ServiceNow
- SOP writing
- Ticketing tools
- PowerPoint