Associate, HR Contact Center

4 weeks ago

Manila, National Capital Region, Philippines Fresenius Medical Care Full time

The HR Contact Center serves as the 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.

Responsibilities:

  • Processes basic to complex HR and benefits transactions and supports the auditing of information

  • Document calls and code as appropriate for reporting purposes

  • End-to-end ownership for resolving inquiries, as well as for helping employees and managers learn about self-service capabilities.

  • 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)

  • Utilizing knowledge management tools, educating employees on HR technologies

  • 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)

  • Expert and skilled end user for Workday and other HR systems and tools

  • Manage transaction workflows in the assigned region

  • Respond to all employee verification requests and employment reference letters, etc.

  • Identify process improvement opportunities focused and improving the effectiveness and efficiency of the Region or GBS Center, as well as sharing best practices with HR operations teams in other GBS Centers as appropriate.

  • 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

  • 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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