Services Support Associate, Contact Center - Hyderabad

Summary

Position Summary

Services Support Associate, Contact Center

This role provides payroll & talent support to our USI employees through their Employee Lifecycle Event. They are strategically placed as the as Tier 1 in the World Class Talent model and escalate anything out of scope to the Tier 2 Talent Services team. Right from Acquisition when a candidate aspires to be a part of the firm to the point when he/she is an alumni, USI CIC is the first point of contact. Our scope of services include Acquisition, Onboarding, Leaves, Medical insurance, L&D, Counselor assignment, Compensation, Performance Management, Resource Management, Separations etc.,.

This professionals in this role should also hold expertise in managing first level support for payroll like PF transfer & withdrawal, tax & net salary calculations, other deductions, Investment declaration & submissions, ITR, Form 16 etc., We redirect cases which require further attention to the second level internal payroll team.

Work you'll do

• As a Services Support Associate, Contact Center on the Contact Center team, you will be responsible for:
• Respond to employee inquiries received through calls, emails, chats, webforms, and voicemails; provide accurate updates and document request details.
• Provide Tier 1 payroll and talent support across employee lifecycle activities, including acquisition, onboarding, leaves, medical insurance, learning and development, counselor assignment, compensation, performance management, resource management, and separations.
• Resolve first-level payroll inquiries involving Provident Fund (PF) transfers and withdrawals, tax and net-salary calculations, deductions, investment declarations and submissions, Income Tax Returns (ITRs), and Form 16.
• Apply documented troubleshooting and escalation procedures; route requests outside the Tier 1 scope to the appropriate Talent Services or internal payroll team.
• Maintain current process knowledge, safeguard confidential employee and firm information, and meet key performance indicator (KPI), contact-quality, schedule-adherence, and rotational-shift expectations.

The team

The Contact Center team provides first-level support to Deloitte US India professionals throughout key employee lifecycle moments. The team responds to payroll and talent-related inquiries across channels, resolves routine requests, and routes matters requiring specialized support to the appropriate Tier 2 team. Through responsive, accurate, and confidential service, the team helps deliver a consistent employee experience.

Location: Hyderabad

Shift Timings: Rotational shifts

Qualifications

Required

• Experience providing customer support through phone calls, emails, chats, and webforms.
• Experience providing first-level support for payroll and talent inquiries.
• Experience using documented troubleshooting and escalation procedures to resolve support requests within an assigned scope.
• Experience handling confidential employee, payroll, or financial information in accordance with documented procedures.
• Experience meeting defined key performance indicator (KPI), contact-quality, and schedule-adherence requirements.

Preferred

• Experience supporting employee lifecycle processes, including acquisition, onboarding, leaves, medical insurance, learning and development, counselor assignment, compensation, performance management, resource management, and separations.
• Experience supporting payroll inquiries related to Provident Fund (PF), taxes, deductions, investment declarations, Income Tax Returns (ITRs), and Form 16.
• Experience using Microsoft Office applications, including Outlook, Excel, Word, and PowerPoint.
• Experience using a case-management platform to document, route, and escalate service requests.

Our purpose

Deloitte’s purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities.

Our people and culture

Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ways of thinking, ideas and perspectives, and bring more creativity and innovation to help solve our clients’ most complex challenges. This makes Deloitte one of the most rewarding places to work.

Professional development

At Deloitte, professionals have the opportunity to work with some of the best and discover what works best for them. Here, we prioritize professional growth, offering diverse learning and networking opportunities to help accelerate careers and enhance leadership skills. Our state-of-the-art DU: The Leadership Center in India, located in Hyderabad, represents a tangible symbol of our commitment to the holistic growth and development of our people. Explore DU: The Leadership Center in India .

Benefits To Help You Thrive

At Deloitte, we know that great people make a great organization. Our comprehensive rewards program helps us deliver a distinctly Deloitte experience that helps that empowers our professionals to thrive mentally, physically, and financially—and live their purpose. To support our professionals and their loved ones, we offer a broad range of benefits. Eligibility requirements may be based on role, tenure, type of employment and/ or other criteria. Learn more about what working at Deloitte can mean for you. Recruiting tips From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. Check out recruiting tips from Deloitte recruiters. Requisition code: 369852