Employee Services Specialist - Contact Center - Remote

Overview

This role is responsible for providing support to HR Contact Center services and process to ensure accurate processing of basic to moderate employee requests tickets, calls, and chat in compliance with internal and external regulations, service level agreements, processes, and procedures.

In Short

• Perform tickets and query resolution by analyzing and resolving simple and varied transactions/queries through calls, chats, and ticketing system.
• Provide guidance and support to customers for queries relevant to the HR systems.
• Responsible for effective case handling ensuring cases are only transferred where appropriate.
• Work with autonomy, and make decisions on medium complexity issues as required.
• Resolve queries, and escalate complex issues for timely resolution as required.
• Perform low and medium-complexity tasks as required in compliance with service-level agreements.
• Provide input to the completion of incident reports.
• Develop and maintain a strong understanding of company policies.
• Contribute to the SOP/DTP maintenance process by identifying opportunities to improve current processes.
• Responsible for ensuring adherence to audit and regulatory requirements.

Requirements

• Bachelor’s degree in Business/ Administration / Human Resources.
• 3 years of relevant professional experience in Human Resources Services.
• Intermediate proficiency in MS Office tools.
• Working knowledge and understanding of HR Operations standards and procedures.
• Experience working with HR Systems preferably in Oracle, and Workday.
• Must be open to any shift schedule.
• BPO/Call center agents with HR backgrounds are highly encouraged to apply!

Benefits

• Flexibility with hybrid work options.
• Access to industry-leading technology and thinking.
• Transformational work with big impact.
• Robust global well-being program.
• Culture of equity, diversity, and inclusion.