HR Helpdesk Team Lead- Mumbai

About the role

Drive FCR, accuracy, and employee experience for HR queries across Policies, Payroll, Benefits, T&A, and L&D.Key Responsibilities- *Team Leadership & Operations:* Lead and manage Tier 1 HR Helpdesk voice support for employees, managers, vendors, and third parties. Plan staffing, scheduling, engagement, and succession planning- *Service Delivery:* Handle HR queries per SOPs and knowledge base.

What you'll do

• Own HR case management, SLA/KPI delivery, quality, and team performance
• Plan staffing, scheduling, engagement, and succession planning- *Service Delivery:* Handle HR queries per SOPs and knowledge base
• Ensure all calls/cases are logged, documented, and tracked in ServiceNow/Remedy
• Drive First Call Resolution [FCR], accuracy, and TAT adherence- *Quality & Compliance:* Monitor SLAs, AHT, FCR, and quality standards
• Manage escalations and complex issues

What you need

• 6–12 yrs of experience
• Customer service
• Documentation
• HR operations
• Talent management
• Learning and development
• HRMS
• Any graduate

Good to have

• Voice process
• MIS reporting
• ServiceNow
• SOP writing
• Data privacy

What you get

• ₹16 L–₹17 L a year