tcs is looking for a human resources agent

work modality: on-site

(candidate needs to be available to work in queretaro' office located in pie de la cuesta9

job summary

the service desk human resources agent serves as a first point of contact for employees, providing high-quality hr support through a centralized hr call center model. This role handles both basic and complex hr inquiries, ensuring accurate information, timely resolution, and an excellent employee experience while maintaining compliance with applicable hr policies and regulations.

key responsibilities

- provide frontline hr support through phone, email, chat, or ticketing systems in a shared services or hr call center environment.
- respond to and resolve employee hr inquiries, including:
- company policies and procedures
- hr programs and benefits information
- employment documentation and forms
- navigation and usage of the company’s hr portal and systems
- manage and resolve both basic and complex hr inquiries , escalating issues when required in accordance with defined processes.
- interpret and explain hr policies, procedures, and guidelines accurately while ensuring consistency in responses.
- maintain accurate records of employee interactions, cases, and resolutions in the hr case management system.
- ensure compliance with applicable hr regulations, company policies, and data privacy standards.
- deliver a high standard of customer service while meeting service-level agreements (slas) and quality metrics.
- collaborate with hr centers of excellence, payroll, benefits, and other hr teams to ensure end-to-end issue resolution.




- identify recurring issues or knowledge gaps and contribute to continuous improvement of hr processes and knowledge base content.

required skills and qualifications

- advanced english level (calls will be handled in the same language)
- experience providing hr call center or shared services support (preferable)
- strong knowledge of hr service delivery models and employee support processes.
- ability to support both basic and complex hr inquiries with accuracy and professionalism.
- solid understanding of general hr topics, including:

- company policies and procedures

-hr programs and employee documentation

-hr portals and self-service tools

- familiarity with hr regulations and compliance requirements, such as:

-fmla

-hipaa

-gdpr

- other applicable labor and employment regulations
- strong customer service orientation with the ability to handle sensitive and confidential information.
- effective problem-solving and decision-making skills.
- ability to work in a fast-paced, high-volume environment while meeting deadlines and quality standards.

what we offer to you:

- 100% payroll under law
- direct contract
- benefits above law

tata consultancy services is an equal opportunity employer, our commitment to diversity & inclusion drives our efforts to provide equal opportunity to all candidates who meet our required knowledge & competency needs, irrespective of any socio-economic background, race, color, national origin, religion, sex, gender identity/expression , age, marital status, disability, sexual orientation or any others. We encourage anyone interested to build a career in tcs to participate in our recruitment & selection process.

📌 Human resources agent (México)
🏢 Tata Consultancy Services
📍 México