Process Associate (HR Contact Center)

Introduction

In the position of Process Associate – HR Contact Center, your primary responsibility will be to address employee HR inquiries through various communication methods, including phone calls, emails, and chat.

This role requires delivering timely and accurate support, fostering a positive experience for employees, and effectively resolving HR-related issues. Candidates must demonstrate flexibility and a willingness to work in a 24/7 shift environment as needed.

This position presents an exceptional opportunity for individuals aspiring to establish a career in HR Operations, HR Shared Services, and Employee Experience.

Your Role And Responsibilities

• Address employee HR inquiries through inbound calls, emails, and chat.
• Provide information to employees regarding HR policies, processes, and procedures as necessary.
• Ensure top-notch customer service is provided in every interaction.
• Identify, analyze, and resolve employee issues or escalate them to the appropriate department when necessary.
• Track and update tickets in the ticketing system, ensuring timely resolutions.
• Assist the team in managing employee inquiries and maintaining service quality.
• Work collaboratively with internal stakeholders to facilitate accurate and efficient issue resolution.
• Communicate clearly and professionally with employees at all organizational levels.
• Achieve established service levels, quality benchmarks, and productivity goals.
• Maintain compliance with HR service processes and regulatory standards.
• Handle employee information with a high degree of confidentiality and professionalism.
• Support employees across diverse regions and time zones in line with defined service standards.
  
  

Preferred Education

Master's Degree

Required Technical And Professional Expertise

• Bachelor's or Master's degree (MBA in HR is preferred).
• Open to fresh graduates.
• Experience through internships, projects, or academic exposure in HR, customer service, or shared services is advantageous.
  
  

Preferred Technical And Professional Experience

• Exceptional verbal and written communication abilities.
• Capacity to communicate professionally and with empathy towards employees.
• Fundamental understanding of HR processes and the employee lifecycle (preferred).
• Strong analytical and problem-solving skills.
• Customer-oriented approach with a desire to learn.
• Ability to work effectively in a team setting.
• Basic proficiency in MS Office applications (Excel, Word, and Outlook).
• Willingness to work rotational shifts and adapt to a dynamic environment.
• Capability to manage multiple tasks and prioritize responsibilities efficiently.
• Strong attention to detail and a commitment to accuracy.
  
  

Additional Information / Pre-employment Requirements

• Candidates selected for this position will undergo a thorough background verification process, which may take up to 6 weeks to complete. The final employment offer and onboarding will be contingent upon successful verification clearance.
• This role functions within a 24/7 service environment; therefore, candidates must be prepared to work rotational shifts, including night shifts, as needed.