US Employee HR Help Desk Management - Executive

About The Team / Organization
Outscale Partners is a fully owned subsidiary of The Argenbright Group and was established in 2022. The group brings more than 45 years of experience in transforming labor-intensive, essential frontline services across industries. It has operations across the United States, the United Kingdom, Middle East and India, supporting clients through a strong combination of industry expertise, technology, and people-centric service models.
Outscale Partners focuses on delivering innovative workforce and service solutions that enhance operational efficiency and customer experience.

• Shift Timing: US Shift Working Hybrid – (5:30PM to 2:30 AM IST)
• Work Mode: Hybrid
• Cab Facility: Company-provided cab for pick-up and drop as per the Companys transport policy
• Medical Policy: Comprehensive medical insurance policy with coverage for specified parents
  

The Employee HR Help Desk Management – Associate is the first line of support for employees, managers, and contingent workers seeking assistance with HR policies, benefits, payroll, leave, onboarding/offboarding, HR systems access, and employment verification. This role triages, creates and resolves tickets, delivers accurate and compliant information, maintains high-touch employee experience, and partners with clients for complex cases.
Principal Accountabilities:-

• Serve as the primary contact for HR issue resolution.
• Knowledge of ticketing system, email, chat, and phone for HR inquiries across benefits, payroll, time & attendance, leave, onboarding, performance cycles, and HR system access
• Provide clear, empathetic, and accurate guidance; document all interactions and resolutions using knowledge base (KB) templates and case notes.
• Resolve requests within SLAs; escalate complex issues (fraud alerts, disputed charges, duplicate claims) to appropriate teams.
• Create issue/request tickets based on user intimation via calls, emails and other modes of interaction.
• Produce periodic dashboards (spend by category, leakage to non-approved channels, policy exceptions).
• Track and report KPIs (volume, SLA attainment, FCR, CSAT, backlog, reopens, aging).
• Identify recurring issues and propose process/KB improvements; partner with HR Ops to standardize responses and reduce handoffs.
• Exposure or relevant experience in handling Employee HR Help Desk is preferred
  

Skills:-

• Excellent communication skills, with the ability to actively listen, ask clarifying questions, and provide accurate, empathetic responses to employee inquiries.
• Strong analytical and critical-thinking skills; ability to combine attention to detail with big picture perspective.
• Abides by company program as well as Federal regulations to ensure regulatory compliance.
• Knowledge of HR Issue Resolution and associated KPI Metrics.
• Responds to all requests and communications (Phone Calls, Emails, Tickets) in a timely and thorough manner
• During Training period expected to WFO
  

Qualifications
Bachelors Degree: Any Graduate
Must have skills

• Versant score- 70 & above
• Strong Calling exposure