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HR Services Support Specialist
hace 2 semanas
Job Summary
The HR Services Support Specialist will provide professional customer service support, both individually and as part of a service team, with a focus on assisting employees with their HR inquiries and needs. This role will work closely with the HR Services Center team to ensure timely and accurate responses to employee questions and requests.
Key Responsibilities
- Be the first point of contact for employee and manager inquiries, ensuring prompt and accurate responses to their questions and requests
- Handle incoming calls and address them correctly during regular business hours, resolving cases directly or assigning them to the corresponding team as needed
- Deliver high-quality HR administration support to internal stakeholders, including employees, managers, and the HR community, ensuring adherence to HR procedures and processes
- Process cases assigned to the case management system, including all lifecycle steps and phases
- Comply with the assigned schedule to cover business hours of operation
- Assist employees with navigating employee resources, with a focus on promoting self-service
- Support other tasks beyond primary responsibilities, such as vacation coverage, permits, emergencies, and/or fortuitous cases
- Guide and teach employees about self-service tools
- Support new process implementations when required by the client, provided it falls within our scope of services
- Maintain documentation of SOPs and update processes as needed
- Generate monthly reports and deliver them as expected in terms of time and quality
- Meet all account KPIs and SLAs defined by the client
- Work and comply with established guidelines for personal data and company information management
