Specialist, HR Contact Center

3 weeks ago

Manila, Philippines Fresenius Medical Care Full time

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.

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