Workforce Coordinator
- BCForward
- 3 - 5 years
- Hyderabad
- 3 months ago
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Job Description
Position: Work Force Coordinator
Experience: 3-5 Years
Location: Hyderabad, Telangana - Work from Office
Job Overview:
We are looking for a highly energetic and detail-oriented work force coordinator to be the first point of contact for our internal and external employees. This critical role involves providing excellent, patient, and empathetic support across a wide range of employment-related issues.
Key Responsibilities:
Front-line Support: Manage inbound channels (phone, email, chat) and make outbound calls to address concerns related to Human Resources, Payroll, System/Application issues, and employee benefits.
Ticket Triage & Ownership: Accurately record, triage, and escalate support incidents using established guidelines, ensuring tickets reach the correct department.
Resolution Focus: Follow up diligently to ensure all employee requests are resolved to a satisfactory conclusion.
Multitasking & Accuracy: Maintain 100% accuracy while efficiently multitasking across calls, chats, and emails in a fast-paced environment.
Process Compliance: Follow pre-assigned checklists and procedures, adhering to organizational policies and communication standards.
Audits: Perform various support-related Audits as required by internal departments.
Required Qualifications & Skills:
Experience:
3-5 years of experience in a Customer Service or Call Center environment, preferably handling US-based clients or HR/Technical support.
Communication:
Excellent verbal and written communication skills, with active listening and the ability to influence stakeholders.
System Knowledge (Preferred):
Familiarity with Ticketing Systems (Freshworks/Zendesk/Service Cloud), HRIS, Payroll Systems (ADP), and ATS.
Core Competencies:
Strong Critical Thinking, Problem Solving, High Attention to Detail, Ethical Practice, and ability to handle confidential information with discretion.
Schedule:
Must be flexible and comfortable working in Night Shifts (Current operational hours are 5 PM 8 AM IST).
Education:
Graduate (Any discipline). Certifications like ITIL or SHRM are a plus.
If you are adaptive to change, thrive under pressure, and possess high integrity, apply now to join our global team!
How to Apply:
Interested and qualified candidates are invited to submit their application through one of the following methods:
- Naukri Portal: Click on the 'Apply Now' button on this job posting.
- Email Application: Send your updated CV/resume directly to sa************r@bc******d.com with the subject line: "Application for work force coordinator (Naukri)".
Please ensure your resume clearly highlights your experience with US clients, ticketing systems, and call center environments.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Operations SupportRole: Operations Support - OtherEmployement Type: Full timeContact Details:
Company: BCForwardLocation(s): Hyderabad
Keyskills: Workforce Management Communication Skills Customer Service Ticketing Tools Cold Calling
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