Specialist, HR Contact Center

4 weeks ago

Bonifacio, Philippines Fresenius Medical Care North America Full time

As an HR Contact Center Specialist , you will play a crucial role in delivering high-quality HR support and services to our employees and clients. You will serve as the first point of contact for HR-related inquiries and provide prompt, accurate, and efficient responses to resolve various HR issues and requests. Your primary responsibilities will include:

Responsibilities:

  • Serve as the initial point of contact for employees with routine and complex HR-related inquiries, providing guidance on policies, processes, practices, and systems.

  • Provide customer service support by responding promptly and professionally to employee inquiries, ensuring discretion with sensitive or confidential information.

  • Process HR and benefits transactions, including auditing data for accuracy and compliance.

  • Support managers with in-depth HR system navigation and process-related assistance.

  • Maintain accurate records of employee interactions and inquiries using case management tools.

  • Collaborate and share information with service center representatives to ensure consistent support and knowledge transfer.

  • Escalate non-routine or complex matters to supervisors or relevant stakeholders as needed.

  • Achieve performance metrics, including call review ratings and case management ticket standards, while adhering to established service levels.

  • Assist with projects or tasks assigned by supervisors and provide guidance to junior staff when necessary.

  • Comply with the company’s Code of Business Conduct, policies, and applicable laws/regulations.

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

  • 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.

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