Analyst

About the Role

This role is a Customer Support Executive – Inbound Voice position in the US HRSD (Human Resource Service Delivery) Program at eClerx. The selected candidate will handle inbound voice calls from US employees regarding HR-related queries, provide support through chat and ticketing systems, and address various HR inquiries.

As a Customer Support Executive, you will be responsible for ensuring high service quality, compliance, and data confidentiality while supporting US-based employees with HR-related inquiries.

Key Responsibilities

• Handle inbound voice calls from US employees regarding HR-related queries.
• Provide support through chat and ticketing systems as part of the blended model.
• Address HR inquiries including payroll & compensation, benefits & insurance, attendance management, HR policies & compliance, onboarding & offboarding, and employee data and system access requests.
• Log and track cases accurately in HRMS/CRM systems.
• Adhere to US compliance standards and data privacy regulations.
• Maintain high CSAT through empathy, professionalism, and effective resolution.
• Meet and exceed KPIs including quality scores, AHT, First Call Resolution (FCR), SLA adherence, and productivity targets.

Skills & Qualifications

• Graduate (any discipline); MBA/HR preferred.
• 0–4 years of experience in US BPO / Contact Center (HR domain preferred).
• Excellent verbal communication skills with neutral accent (mandatory).
• Strong written communication skills for chat/ticket handling.
• Understanding of US workplace culture and professional etiquette.
• Basic knowledge of US HR processes is an added advantage.
• Comfortable working in night shifts (US time zones).
• Strong customer-first mindset.
• Ability to handle sensitive HR data confidentially.
• Good listening and probing skills.
• Problem-solving and critical thinking ability.
• Ability to multitask across voice, chat, and ticketing systems.
• Ticketing systems.
• HRMS.
• US HR processes.
• Inbound voice handling.
• CRM Systems.

What You'll Learn

In this role, you will gain exposure to US HR operations and global HR practices, and have the opportunity to build expertise in HR Shared Services. You will also be eligible for career growth into HR Operations Specialist, Quality Analyst, Workforce Management Team Leader, and performance-based incentives and structured learning programs.

Resume Tip

When applying for this role, make sure to highlight your experience in US BPO / Contact Center, particularly in the HR domain. Emphasize your excellent verbal communication skills, strong written communication skills, and ability to multitask across voice, chat, and ticketing systems.