What this job involves: • Work effectively across a variety of communication channels (LIVE/WEB CHAT (primary), emails, live chat, case management tool, etc.) with a strong focus on creating a positive customer experience and provide first level support of all inbound chats • Hands on experience on working on HR applications Workday, Service Now, Fusion, PeopleSoft, Ramco • Excellent verbal and written communication skills • Maintaining data in Workday pertaining to employee life cycle such as Promotion, Transfer, Contract extension, Title change, Probation & other job change transactions • Demonstrate high proficiency in HR processes and standard operating procedures with ability to resolve complex queries • Resolve Tier 1 queries and transactions related to core HR processes • Escalating the burning issues at the right moment • Ability to resolve employees complaints and requirements amicably and smoothly, following set processes, protocols and utilizing knowledgebase articles to provide support. • Ensuring quality responses to all queries and complaints; maintaining and adhering to quality standards as per laid down SOPs • Following first time right approach in providing accurate resolution and reducing re-open cases • Maintaining the first response time within defined SLAs for Email and Social Media tickets • Communicate and distribute processes, policies, and other relevant documentation to employees needed to resolve the query/ issue • Adhere to and demonstrate high proficiency in agreed KPIs, SLAs, and customer service standards • Handle escalations from process partners, HRs and provide RCA plan. • Ownership of team deliverables in absence of Team Lead • Quality Check on the Key/Critical HR transactions processed by team as defined in the Quality framework • Assist with building and maintenance of a Knowledgebase for Case Management • Provide continuous feedback to peers, Leads and HR partners about internal employee service trends and opportunities to improve • Ownership of client calls with the AMER process partners on a regular basis and ensures required documentation • Update/Review SOP’s and Process Maps of related HR processes • Escalate complex queries to appropriate owner (inside or outside of HR) • Ability to challenge the status quo and implement process improvements to enhance the end user and HR partner experience Key Skills • Demonstrating good understanding of core HR management practices, processes, procedures, and policies • “Above-and-beyond” customer service mindset • Security focus with dealing with sensitive HR data • Excellent written and verbal communication skills is a must • Knowledge of Case Management tool an added advantage • Knowledge on MS Office Suite skills (Word, Excel, Outlook) • Previous experience with any HR system/platform/technology is preferred • Bachelor’s/Master’s degree in Human Resources or other related field • 4-5 years of experience in HR or client services role preferred Sound like you? In this role, your key responsibilities will include: • Highly Organized and Self-motivated • Ability to work in a fast-paced environment with constant deadlines • Excellent Customer service skills using efficient processes • Proactive in achieving results and seeking improvements • Highly Employee and Customer centric • Strong teamwork interaction and orientation • Attention to detail and ability to work towards tight deadlines • Ability to adapt and drive change to derive efficiencies/productivity • Result oriented with the ability to manage competing priorities and multiple stakeholders • Result oriented and Proactive in achieving results
Role:Advisor / Consultant
Salary: Not Disclosed by Recruiter
Industry:Analytics / KPO / Research
Functional Area:Human Resources
Role Category:HR Business Advisory
Employment Type:Full Time, Permanent
Windows Consultants Pvt. Ltd.
Recruitment Consultant, Windows Consultants Pvt. Ltd.
Contact Company:Windows Consultants Pvt. Ltd.