Opportunity Description
- erve as the primary contact for HR issue resolution.
- Knowledge of ticketing system, email, chat, and phone for HR inquiries across benefits, payroll, time & attendance, leave, onboarding, performance cycles, and HR system access
- Provide clear, empathetic, and accurate guidance; document all interactions and resolutions using knowledge base (KB) templates and case notes.
- Resolve requests within SLAs; escalate complex issues (fraud alerts, disputed charges, duplicate claims) to appropriate teams.
- Create issue/request tickets based on user intimation via calls, emails and other modes of interaction.
- Produce periodic dashboards (spend by category, leakage to non-approved channels, policy exceptions).
- Track and report KPIs (volume, SLA attainment, FCR, CSAT, backlog, reopens, aging).
- Identify recurring issues and propose process/KB improvements; partner with HR Ops to standardize responses and reduce handoffs....