We are seeking a detail-oriented and proactive HR Contact Center Specialist to join our team on a fixed-term basis (9-month contract). The ideal candidate will be responsible for addressing team backlogs and ensuring operational stability, contributing to daily operations' smooth and efficient functioning.
Responsibilities:
Backlog Management: Review, prioritize, and resolve backlog items, ensuring timely and efficient completion.
Stabilization Efforts: Identify and address areas of instability within processes and workflows to enhance overall operational efficiency.
Collaboration: Work closely with cross-functional teams to understand backlog issues and provide support on agreed-upon processes and procedures.
Documentation: Maintain detailed records of backlog items, resolutions, and stabilization efforts for future reference and continuous improvement.
Reporting: Provide regular updates and reports on backlog status and stabilization progress to management.
First-line support of employees, managers, and executives for all general HR questions, seeking support in HR policies, processes, self-service transactions, and HR content on the online portal.
Expert and skilled end user for Workday and other HR systems and tools. Document calls and code as appropriate for reporting purposes
Provide accurate and efficient resolutions of issues and inquiries through multiple channels (e.g., phone, email/ticket, live chat, etc.) by following appropriate resolution/assessment methodologies (e.g., investigating and research)
Provide timely and reliable employee support that generates a high level of employee satisfaction and inspires confidence through effective communication, expert knowledge, and efficient escalation to resolve issues
Communicate effectively (written or verbal) matching the style, needs, and level of understanding of the employee to support optimal interaction, through available employee support channels (phone, email, ticket management)
Recommend process improvements to drive efficiencies, knowledge, and consistencies in our procedures.
Role may expand to include responsibilities for administration of additional HR processes
Qualifications:
2+ years of related experience, preferably in a US HR Contact Center/US Healthcare Account and HR Shared Services environment
1 to 3 years of experience in a BPO environment
Must have a bachelor's degree
Open to fresh graduates with excellent communication skills
Willing to work for a fixed-term employment for 9 months
Amenable to work in a Hybrid set-up (3x a week onsite) and on a Night shift schedule.
Amenable to work on-site in Taguig.