TE's HR Services teams provide direct support to employees, other HR groups and management as part of a centralized function to handle a variety of HR-related transactions. They receive and respond to requests concerning HR policies/programs, appropriately routes requests from employees to others for additional information and may respond to practices inquiries via online resources and/or telephone. The team also processes various paper and electronic forms related to documenting HR activities such as new-hire onboarding, change-of-status, benefits, termination of employment, etc.
- Managing the transactions required to complete the hire process of LATAM TE employees.
- Receives queries via telephone and case management ticketing system.
- Conducts necessary classification, manages inquiries in case management system, documents and maintains accurate records and transfers inquiries to other parties within HR Services or outside of HR Services (HRBP/HRSP, COEs) as required.
- Maintains and ensures all tickets, workflows and queries are addressed based on customer service level agreement (SLA)
- Identifies and escalates priority issues and routes to appropriate team for quick resolution.
- Partners with HR Services global regional teams as appropriate on cross regional activities and projects.
- Diagnoses problems and coordinate resolution across stakeholders, including HRBP/HRSP, COEs and others.
- Follows up on inquiries to ensure timely and accurate response and resolution to all requests
- Solves problems that are unstructured and that may require conceptual critical thinking.
- Provides solutions to inquiries that are often non-standard/non-routine and require some clarification and deep thinking.
- Identifies and implements continuous process improvements to enhance service delivery.
- Utilizes the knowledge base to assist with transactions and customer inquiry resolution.
- Works with Content Management team to develop and update desktop procedures, scripts, FAQs, job aids to ensure a consistent experience for customers.
- Adheres to HR Services metrics as determined by HR Services Leadership.
- Ensures all activities are carried out as per the standard operating procedures (SOPs) of HR Services.
- Ensures compliance with all relevant quality and statutory policies, procedures, and controls in the region
- to guarantee employee adherence and legislative compliance.
**What your background should look like**:
REQUIRED EXPERIENCE
- Bachelor's degree preferred (or equivalent).
- Fluent level of English (Excellent oral and written communication skills).
- Ability to communicate effectively to a variety of audiences.
- Detail oriented and results driven.
- Self-learner mindset and curious.
- Ability to manage priorities against tight deadlines.
- Effective problem-solving skills.
- Strong customer service orientation.
- Proficient with MS Office, especially with Excel (Dynamic Tables)
- Familiarity with SharePoint or other Knowledge Management System
POSITION ON SITE LOCATED IN HERMOSILLO
NONE TRAVEL REQUIRED.
**Competencies**:
- Values: Integrity, Accountability, Teamwork, Innovation
