'- 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 necessary
SKILLS
Demonstrated 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 processes
Ability to identify unusual calling events or frequent customers issues and work with the HR Contact Center Supervisor to suggest process, procedure and training improvement opportunities
Ability to identify issues, perform analysis and solve problems based on data or available information
Abilty to drive to "first-time through" solutions and solutioning the problem into next step actions
Ability to consistently deliver high quality customer service in a professional manner
Demonstrated effectiveness when dealing with dissatisfied customers
Ability to communicate effective through written and oral communication
Ability to effectively provide HR counsel to team members and managers
Ability to understand and respect the concerns, interests, and opinions of others
Ability to work as a team member in a specialized area with a diverse audience
Ability to remain flexible with staff scheduling changes and time zones
Multi-tasking in a fast paced environment
EXPERIENCE
Bachelor's Degree preferred in Business Administration, or other related fields
Minimum 1+ years of customer service, contact/shared services center experience
English 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.
- Coordinates with multiple stakeholders to manage incoming calls and service request tickets, respond to employee or manager inquiries regarding benefits, processes, employee relations issues, policy interpretation, and HR system guidance, with fairness and consistency in a timely manner in compliance with employment laws, regulations, and company policies.
- Participates in end-to-end support for hiring and staffing processes, including job posting, compensation approval, offer letter preparation, organization announcements, and employee onboarding.
- Ensures the accurate and confidential management of HR data, including employee data, assignment changes, Oracle records, and staffing compliance, adhering to relevant privacy, integrity, and security protocols.
Assists internal HR teams in handling and following up on HR data-related inquiries.
Conducts validation checks, audits, and research data integrity issues as needed.
- Serves as the primary point of contact for employee and HR inquiries around benefits administration and compliance with company policies and ensures that all data around these processes remain current.
Guides employees in these aspects as per established practices, procedures, and processes and in line with the required standards and timelines.
Manages HR-related tasks effectively to provide comprehensive support to employees, managers, and stakeholders.
- Participates in HR projects in collaboration with other HR functions and external consultants to analyze HR processes, integrate trends, data, and information to make recommendations for improvements and maximize performance and efficiencies via the use of technology.
Develops solutions to a variety of complex problems requiring evaluation of multiple variables.
- Generates KPI reports to measure the performance of the HR Shared Service function as well as reports to serve the information needs of the enterprise with HCM decision support.
- Supports employee and m