Workforce Coordinator
ConfidentialHyderabad / Secunderabad, Telangana4 days ago
Job descriptionAccurately record, triage, and escalate support incidents using established guidelines. Ensure tickets reach the correct department for timely resolution. Follow up diligently to ensure all employee requests are resolved satisfactorily. Maintain high accuracy while efficiently handling multiple tasks across calls, chats, and emails in a fast-paced environment. Adhere to pre-assigned checklists, procedures, organizational policies, and communication standards. Perform various support-related audits as required by internal departments. 3-5 years in Customer Service or Call Center environment, preferably handling US-based clients or HR / Technical support. Excellent verbal and written communication skills. Strong active listening and stakeholder influence abilities. Familiarity with Ticketing Systems (Freshworks / Zendesk / Service Cloud), HRIS, Payroll Systems (ADP), and ATS. Critical thinking, problem-solving, high attention to detail, ethical practice, and ability to handle confidential information. Flexible and comfortable working night shifts (current operational hours 5 PM – 8 AM IST). Graduate (any discipline). Certifications like ITIL or SHRM are a plus.
Key Responsibilities :
Front-line Support
- Manage inbound channels (phone, email, chat) and make outbound calls to address concerns related to HR, Payroll, Systems / Applications, and employee benefits.
Ticket Triage & Ownership
Resolution Focus
Multitasking & Accuracy
Process Compliance
Audits
Required Qualifications & Skills :
Experience
Communication
System Knowledge (Preferred)
Core Competencies
Schedule
Education
Skills Required
Customer Service, HR Support, ticketing systems , Hris, ADP
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Workforce Coordinator • Hyderabad / Secunderabad, Telangana
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