Workforce Coordinator

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

• Accurately record, triage, and escalate support incidents using established guidelines.
• Ensure tickets reach the correct department for timely resolution.

Resolution Focus

• Follow up diligently to ensure all employee requests are resolved satisfactorily.

Multitasking & Accuracy

• Maintain high accuracy while efficiently handling multiple tasks across calls, chats, and emails in a fast-paced environment.

Process Compliance

• Adhere to pre-assigned checklists, procedures, organizational policies, and communication standards.

Audits

• Perform various support-related audits as required by internal departments.

Required Qualifications & Skills:

Experience

• 3-5 years in Customer Service or Call Center environment, preferably handling US-based clients or HR/Technical support.

Communication

• Excellent verbal and written communication skills.
• Strong active listening and stakeholder influence abilities.

System Knowledge (Preferred)

• Familiarity with Ticketing Systems (Freshworks/Zendesk/Service Cloud), HRIS, Payroll Systems (ADP), and ATS.

Core Competencies

• Critical thinking, problem-solving, high attention to detail, ethical practice, and ability to handle confidential information.

Schedule

• Flexible and comfortable working night shifts (current operational hours 5 PM – 8 AM IST).

Education

• Graduate (any discipline). Certifications like ITIL or SHRM are a plus.