HR Contact Center Representative

Responsibilities 

• Inquiry Management.

• Own the employee relationship as primary contact for employee/customer inquiries concerning HR-related programs, policies and tools; provide consistent and fair responses 

• Utilize Knowledge Base to manage all inquiries that can be resolved during phone call or that require basic investigation to provide resolution; proactively utilize all resources available 

• Complete necessary research to advance inquiries that are complex or have individual focus to next level of HR or identified SME 

• Manage all supported channels (phone, email, employee self-service portal, postal mail, fax) 

• Utilize case management skills to ensure timely responses and ensure achievement of internal service level agreements 

• Document interactions accurately and completely using tools and resources available 

• Support maintenance of HR information on client’s intranet and drive employee usage of self service solutions and intranet as a key resource 

• Collaborate with other global HR Service Advisors to identify and drive improvement of service delivery 

• Generate reports and communications to HR and other personnel as needed 

• Establish positive relationships throughout HR and with process partners 

• Identify and support enhancements of processes to improve effectiveness and efficiency 

Participates in various HR projects and initiatives while working collaboratively with other team members (15%) 

• Support projects as assigned 

• Ensure completion of activities on time 

• Escalate issues/concerns pro-actively 

Education and Experience Requirements 

• Bachelor degree is required 

• Minimum of 2 years related work experience in an HR or customer service role; previous experience working within an HR function is strongly preferred

• Bi-lingual experience preferred; in addition to English, demonstrated ability to speak and write at least one of the following languages: Spanish, German and/or French. 

• Experience working in a matrix organization. 

• Strong technology skills. Ability to quickly learn and work in a cloud-based solution. 

• Ability to work in HRIS systems; SAP or Workday experience is a plus, but not required. 

• Demonstrated ability to use Microsoft Office products is required (Word, Excel, Outlook, PowerPoint, SharePoint, etc.). 

• Ability to use Salesforce.com cloud solution is a plus, but not required. 

Key Skills, Abilities, and Competencies 

• Ability to work in a fast-paced environment with constant deadlines and time constraints; open to an environment where things change constantly 

• Demonstrated strong interpersonal, verbal (phone) and written communication, as well as active listening skills to handle a volume of inbound inquiries from employees/customers; position continually requires demonstrated poise, tact and diplomacy 

• Analytical, strong focus on high quality output

• Flexible, able to prioritize activities and multi-task in order to meet goals and deadlines 

• Ability to handle confidential information and issues effectively and without breach of confidentiality 

• Works well under very general supervision 

• Able to work independently, but collaborate as part of a global team 

• Able to interact with all levels of employees

Complexity and Problem Solving 

• Decision making within defined process.