Analyst
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About this role
Proposed designation : Contact Centre Analyst – People Operations
Role: Analyst Ops Support (Voice + Non-Voice)
Reporting to Assistant Manager/ Manager
Geo to be supported : US
Shift : 6:30 PM to 3:00 AM
Roles & Responsibilities
oAct as the first point of contact for employee inquiries across voice calls, email, chat, and case management tools.
oProvide clear, accurate, and empathetic responses.
oResolve employee requests within defined quality standards and service level agreements (SLAs).
oLog, track, and resolve calls and tickets while ensuring data accuracy and completeness.
oMaintain accurate records of employee interactions and system updates.
oMonitor shared mailboxes and work queues to ensure timely responses.
oFollow established SOPs Knowledge Articles and support materials before replying to the employees and escalate complex issues in accordance with the governance model.
oAdhere to all organizational policies, compliance requirements, and data confidentiality standards.
oContribute to the continuous improvement of knowledge base articles and FAQs.
oIdentify process improvement opportunities and proactively raise operational concerns.
·Behavioral Competencies:
oEmpathy & Patience: Ability to understand employee concerns and manage queries with a patient and supportive manner.
oActive listening and effective questioning skills.
oProblem-solving and analytical skills with the ability to identify root causes and determine appropriate resolution or escalation paths.
oResilient and able to manage high volumes of requests.
oCollaborative team player with strong interpersonal skills.
oSelf-motivated, adaptable, and eager to learn.
oWilling to learn US HR policies, processes, and terminology to effectively resolve employee queries.
o
·Skills & Experience
oExcellent verbal and written communication skills.
oAbility to manage employee interactions across multiple channels, including voice, email, chat and ticketing tools.
oStrong process orientation with keen attention to detail.
Ability to work independently, prioritize tasks, and meet deadlines.
·Required Qualifications & Experience
oGraduate in any discipline.
o6 month - 1 year of experience in Tier 1 HR support, preferably supporting US-based clients.
oExperience in HR Operations, People Operations, Shared Services, Contact Center, or Helpdesk environments Model.
oBasic experience working with HR systems such as Workday, SAP, SuccessFactors, PeopleSoft, or similar platforms.
oBasic experience in using case management and ticketing tools (e.g., ServiceNow, Zendesk, Salesforce Service Cloud).
oProficiency in MS Office Suite, particularly Outlook and Excel.
Frequently Asked Questions
Is the salary disclosed for the Analyst position at KPMG Global Services?
The salary for this Analyst role at KPMG Global Services is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Analyst position at KPMG Global Services located?
This Analyst role at KPMG Global Services is based in Bangalore, Karnataka, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Analyst role at KPMG Global Services full-time or part-time?
This is listed as a Full time position. It is posted as a Analyst role at KPMG Global Services.
How do I apply for the Analyst position at KPMG Global Services?
Click the "Apply Now" button on this page. You will be redirected to KPMG Global Services's official application portal hosted on oraclecloud where you can submit your application directly.
When was the Analyst job at KPMG Global Services posted?
This Analyst position at KPMG Global Services was posted on Sep 28, 2026. Apply as soon as possible — early applications are often reviewed first.
Analyst
KPMG Global Services
You'll be redirected to KPMG Global Services's official application page on oraclecloud.