Job Description

HR Shared Services Center Representative

Santa Fe General Office
Human Resources (HR)
Detalles del empleo
WHO WE ARE: Ford Motor Company was built on the belief that freedom of movement drives human progress. It’s a belief that has always fueled our passion to create great cars and trucks. And today, it drives our commitment to become the world’s most trusted mobility company, designing vehicles or a smart world that help people move more safely, confidently and freely. To do this, we are investing in technology, and businesses focusing on micro-transit, commercial solutions for fleet customers, enhancing the vehicle ownership experience and developing the Transportation Mobility Cloud, which will host mobility-related solutions. THE ROLE: The PF Consultant responds to and resolves 80-90% of HR-related inquiries and completes HR transactions that require finalization by HRSSC.. He/she accepts inquiries via the telephone and online, and continuously strives to provide a resolution and to help the inquirer to understand the response. YOUR IMPACT:

• Accurately resolve inquiries and perform transactions utilizing HR Contact Center procedures, policy manuals, knowledge management system and other reference materials
• Document all customer inquiries and their resolutions in the HR Contact Center case management technology application
• Meet and strive to exceed HR Contact Center Key Performance Indicators (KPIs) including but not limited to overall customer satisfaction, caller hold and talk time, first call resolution and proper case documentation
• Partner with HR Functional Specialists to develop HR subject matter knowledge to increase first call resolution and shorten call time
• Escalate customer inquiries in a timely manner when additional research or analysis is necessary

WHAT YOU’LL NEED: Demonstrated effectiveness working with contact center technology including but not limited to contact center tracking system and Human Resources Information Systems (HRIS)
Knowledge and understanding of various HR processes
Ability to identify unusual calling events or frequent customers issues and work with the HR Contact Center Supervisor to suggest process, procedure and training improvement opportunities
Ability to identify issues, perform analysis and solve problems based on data or available information
Abilty to drive to "first-time through" solutions and solutioning the problem into next step actions
Ability to consistently deliver high quality customer service in a professional manner
Demonstrated effectiveness when dealing with dissatisfied customers
Ability to communicate effective through written and oral communication
Ability to effectively provide HR counsel to team members and managers
Ability to understand and respect the concerns, interests, and opinions of others
Ability to work as a team member in a specialized area with a diverse audience
Ability to remain flexible with staff scheduling changes and time zones
Multi-tasking in a fast paced environment COMPANY DESCRIPTION: Ford Motor Company is a global company based in Dearborn, Michigan. The company designs, manufactures, markets and services a full line of Ford cars, trucks, SUVs, electrified vehicles and Lincoln luxury vehicles, provides financial services through Ford Motor Credit Company and is pursuing leadership positions in electrification; mobility solutions, including self-driving services; and connected services. Ford employs approximately 190,000 people worldwide. For more information regarding Ford, its products and Ford Motor Credit Company, please visit corporate.ford.com. DISCLAIMER: Ford Motor Company is an Equal Opportunity Employer, as we are committed with a diverse workforce, and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran and basis of disability.
Id. de solicitud asignado automáticamente
64061BR
Nivel Idioma Inglés
Avanzado
Disponibilidad para viajar
No
Rotación de turnos
Sí
Tipo de Contratación
GSR