Human Resources Contact Specialist
7 days ago
RGP is a global consulting firm dedicated to helping businesses transform their operations. Our team of experts delivers innovative solutions to address complex challenges and drive growth.
We are seeking highly skilled professionals to join our team in Manila and contribute to our mission of providing exceptional services to our clients.
Job Summary
We are looking for two HR Contact Center Agents to provide critical support to our operations team. These agents will handle HR-related inquiries across multiple platforms, focusing on workforce data management, benefits, Workday digital experience, payroll navigation, and workspace solutions.
The ideal candidate will have experience with case management and shared service systems, inbound call handling, and triage. They will also possess strong English communication and interpersonal abilities, a proactive approach to problem-solving, and a high capacity for learning and adaptability.
Responsibilities
- Platform Support:
- Portal Cases:
- Manage employee-submitted requests via the queue.
- Conduct triage to resolve issues promptly or escalate as necessary.
- Handle up to 2 concurrent chats.
- Deliver real-time resolutions or gather information for follow-up.
- Field inbound calls with professionalism and accuracy.
- Assist with inquiries or route to appropriate teams when needed.
- Workforce Data Management:
- Oversee exit and onboarding processes.
- Support organizational restructures.
- Address leave and absence queries.
- Provide guidance on employee goals, performance, and development.
- Navigate payroll inquiries and redirect complex cases to the appropriate teams.
- Support employees with room booking and visitor management.
Requirements
Experience:
- Case management and shared service systems (e.g., ServiceNow, Salesforce, Workday).
- Inbound call handling and triage experience.
- Familiarity with HR functions, procurement, and payroll.
Skills:
- Strong English communication and interpersonal abilities.
- Curiosity with a proactive approach to problem-solving.
- Ability to probe effectively and ask relevant questions.
- High capacity for learning and adaptability.
Attributes:
- Customer-focused mindset.
- Collaborative and team-oriented.
- Exceptional organizational and time-management skills.
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