.'- Accurately respond to and resolve inquiries utilizing HR Contact Center procedures, policy manuals, knowledge management system and other reference materials- Meet and strive to exceed HR Contact Center Key Performance Indicators (KPIs) including but not limited to overall customer satisfaction, caller hold and talk time, first call resolution and proper case documentation- Accurately completes transactions utilizing HR Shared Services procedures, policy manuals, knowledge management system and other reference materials- Escalate customer inquiries in a timely manner when additional research or analysis is necessarySKILLSDemonstrated effectiveness working with contact center technology including but not limited to contact center tracking system and Human Resources Information Systems (HRIS)Knowledge and understanding of various HR processesAbility to identify unusual calling events or frequent customers issues and work with the HR Contact Center Supervisor to suggest process, procedure and training improvement opportunitiesAbility to identify issues, perform analysis and solve problems based on data or available informationAbilty to drive to "first-time through" solutions and solutioning the problem into next step actionsAbility to consistently deliver high quality customer service in a professional mannerDemonstrated effectiveness when dealing with dissatisfied customersAbility to communicate effective through written and oral communicationAbility to effectively provide HR counsel to team members and managersAbility to understand and respect the concerns, interests, and opinions of othersAbility to work as a team member in a specialized area with a diverse audienceAbility to remain flexible with staff scheduling changes and time zonesMulti-tasking in a fast paced environmentEXPERIENCEBachelor's Degree preferred in Business Administration, or other related fieldsMinimum 1+ years of customer service, contact/shared services center experienceEnglish written and verbal skills are required**Education**:- Bachelor's Degree or Master's Degree (preferred) in Human Resources, Organizational Development, or any other related discipline or commensurate work experience.**Experience**:- Minimum 3 years of work experience with a Master's degree or 5 years of work experience with a Bachelor's degree, preferably in Human Resources or a related field.Licenses and Certifications:- Certified Human Resource Professional (CHRP) (preferred)- SHRM Certified Professional (preferred)Work Requirements:- Involves occasional (defined as one-third or less of the time) lifting of no more than 10 pounds at a time. Work is performed primarily in a seated position and entails no significant stooping, standing, climbing, walking, etc. Many sedentary jobs require good use of the hands and fingers for repetitive hand-finger actions. Working conditions occur within low to moderate noise levels related to the use of standard office or classroom equipment