Process Analyst(HR Contact Center)

The posting

A career in IBM Consulting embraces long-term relationships and close collaboration with clients across the globe. In this role, you will work for IBM BPO, part of IBM Consulting, which accelerates digital transformation through agile methodologies, process mining, and AI-powered workflows.

You will collaborate with clients across multiple industries to support their hybrid cloud and AI transformation journeys. Through IBM's strategic partner ecosystem and technology platforms, including IBM Software and Red Hat, you will help deliver measurable business outcomes and exceptional employee experiences.

At IBM Consulting, curiosity and continuous learning are key to success. You will be supported by mentors and leaders who encourage innovation, challenge conventional thinking, and foster professional growth. Our culture emphasizes collaboration, empathy, and continuous development while valuing the unique skills and perspectives every employee brings to the organization.

Your Role and Responsibilities:

As a Process Analyst – HR Contact Center, you will be responsible for handling employee HR-related queries through multiple channels, including calls, emails, and chat. The role requires providing accurate and timely support, ensuring a positive employee experience, and driving efficient resolution of HR inquiries while maintaining service quality and compliance standards.

This role offers an excellent opportunity to further develop your expertise in HR Operations, HR Shared Services, Employee Experience, and HR Service Delivery. Candidates should be willing to work in a 24/7 service environment with rotational shifts, including night shifts, as required.

Key Responsibilities:

· Respond to employee HR-related queries via inbound calls, emails, and chat.

· Provide accurate information and guidance on HR policies, processes, benefits, and employee lifecycle transactions.

· Deliver a high level of customer service while ensuring a positive employee experience in every interaction.

· Educate employees on HR processes and procedures and guide them toward self-service solutions where applicable.

· Identify, investigate, analyse, and resolve employee issues or escalate them to the appropriate support teams when required.

· Monitor, manage, and update cases in the ticketing system, ensuring timely resolution and adherence to service level agreements (SLAs).

· Accurately document employee interactions and maintain records within HR systems and case management tools.

· Meet defined service levels, quality standards, productivity metrics, and operational targets.

· Handle employee information with a high degree of confidentiality, professionalism, and compliance.

· Collaborate effectively with internal stakeholders and HR teams to ensure accurate and efficient resolution of employee queries.

· Provide floor support for query resolution, process clarification, and escalation handling.

· Identify opportunities for process improvement and contribute to enhancing service delivery and employee satisfaction.

· Support employees across different regions and time zones in accordance with established service standards.

· Ensure adherence to organizational policies, HR processes, compliance requirements, and operational controls.

· Graduate or Postgraduate degree in Human Resources, Business Administration, Commerce, or a related field.

· 1–2 years of experience in an HR Contact Center, HR Shared Services, HR Operations, or Employee Services environment within an international IT/ITES organization.

· Experience handling HR-related employee queries through inbound calls, chat, and email channels.

· Exposure to case management systems, HR service delivery tools, and ticketing platforms.

· Ability to proactively identify potential issues, prioritize workload effectively, and drive timely resolution.

· Demonstrated ability to manage employee interactions professionally and deliver high-quality customer service.

· Experience collaborating with cross-functional stakeholders to resolve employee inquiries and improve service outcomes.

· Excellent verbal and written communication skills in English.

· Strong customer service and employee-centric mindset.

· Ability to communicate professionally and empathetically with employees across all organizational levels.

· Strong problem-solving, analytical, and decision-making skills.

· Ability to manage multiple priorities and perform effectively in a fast-paced environment.

· Strong attention to detail and commitment to accuracy.

· Ability to work collaboratively within a team and influence positive outcomes.

· Proficiency in MS Office applications (Excel, Word, Outlook, and PowerPoint).

· Knowledge of HR processes and employee lifecycle transactions.

· Strong organizational and time management skills.

· Ability to analyze trends, identify recurring issues, and recommend improvements.

Additional Information / Pre-employment Requirements:

· Selected candidates will be required to undergo a comprehensive background verification process. This verification may take up to 6 weeks to complete, and employment will be subject to successful clearance.

· This role operates in a 24/7 service environment, and candidates should be willing to work rotational shifts, including night shifts, as required.

· Flexibility to support global employees across multiple regions and time zones is essential.