.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**:- 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.- Please submit your resume in English- 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