Specialist, HR Contact Center

We are seeking a detail-oriented and proactive HR Contact Center Specialist to join our team on a fixed-term basis (12-mos contract). The ideal candidate will be responsible for addressing team backlogs and ensuring operational stability, contributing to the smooth and efficient functioning of daily operations.

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 support on agreed 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

• Minimum 2+ years of related experience preferably in a US HR Contact Center/US Healthcare Account and HR Shared Services environment

• Must have a bachelor's degree

• Excellent written and oral communication skills

• Ability to follow strict policy guidelines and recognize situations requiring call escalation

• Proficiency in Microsoft Office Suite

• Ability to work in a fast-paced environment

• Experience working in a Shared Services environment (HR Shared Services preferred)

• Experience in Workday (or similar), case management tools (Dovetail or SNow preferred)

• Strong problem-solving, analytical, and critical thinking skills

• Ability to work in a collaborative team environment

• Willing to work for a fixed-term employment for 12 months

• Amenable to work in a Hybrid set-up and on a Night shift schedule.

• Amenable to work on-site in Taguig and or Alabang