436499 (Bangalore) | 436500 (Mumbai) HR Helpdesk Team Lead

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

• 6–10 yrs of experience
• HR operations
• Learning and development
• HRMS
• Talent management
• Performance management
• Voice process
• Any graduate

Good to have

• MIS reporting
• Data privacy
• ServiceNow
• SOP writing
• Ticketing tools
• PowerPoint