Senior Analyst - HR Operations (Contact Centre, French)

Location: Gurugram (Hybrid)

Shifts: 5 PM–2 AM or 7 PM–4 AM

Experience: 1.5–5 years

Type: Full-time

Hiring via: Plural Hire — Talent Advisory (Confidential client)

Role Purpose

Serve as the first‑contact problem solver for employees and managers. You’ll triage and resolve HR queries via phone/email, work across ServiceNow (ticketing) and Workday (HR tasks), and keep a strong FCR/CSAT mindset with strict data privacy.

Key Responsibilities

● Review and triage every ticket, routing per responsibility matrix and closing the loop.

● Action Workday tasks and deliver in‑scope employee service requests end‑to‑end.

● Handle phone/email with standard open/close scripts; track % answered/abandoned; aim for FCR; monitor AHT.

● Keep knowledge articles current so today’s fixes become tomorrow’s self‑service.

● Uphold data privacy across all interactions; audit pending ServiceNow tickets.

● Contribute to continuous improvement and automation; collaborate with HRBP, Local HR and global delivery teams. Must‑Have Qualifications

● Experience in an HR Contact Centre / service delivery environment.

● Fluent French (spoken & written) and strong English.

● Hands‑on comfort with ServiceNow (or similar ticketing) and Workday (or similar HRIS).

● Advanced Excel/Word; clear and professional written/verbal communication. Good‑to‑Haves

● Exposure to cloud HR/EIC/SAP HR; working end‑user Workday knowledge.

● A bias for continuous improvement, structured problem‑solving, and calm customer communication.