• 3+ year as HR Generalist or Contact Center in a corporate environment • Proven ability to manage customer contacts in a fast-paced environment • Schedule flexibility, including weekends (shifts may vary from 5:00 a.m. to 10:00 p.m.) • Track record of exceeding operations KPI, such as Quality Assurance (QA) • Superior attention to detail. • Strong research and Root-Cause Analysis • Must have a consistent record of exceeding KPI expectations. • Exemplify high judgement. • High degree of process knowledge. • Demonstrated ability to independently problem-solve. • Proven experience working cross-functionally to solve complex problems. • Experience managing confidential and sensitive employee information and adherence to strict confidentiality standards. • Excellent interpersonal skills with the ability to communicate at all levels within and outside the organization.
Job summary
HR Specialist, US – Employee Resource Center (ERC)
The ERC team is dedicated to customer response and provides a variety of HR services via phone, case management, chat, and web-based self-service. The ERC Specialist plays a critical role in customer issue resolution, as well as the continuous learning and improvement of the larger ERC organization.
ERC HR Specialists are subject matter experts who handle the most complex cases. They apply their deep functional knowledge combined with their excellent judgement skills to make decisions about the best course of action in ambiguous cases where the correct path is unclear. They are relentlessly customer obsessed and do whatever is necessary to drive the best customer experience. They demonstrate ownership in everything they do, including owning issues to resolution, owning the customer experience that ERC provides, and owning the larger success of the ERC organization. They have a relentlessly high bar and help to create the best processes and experiences for our customers. They work with leadership to identify and close gaps in our service, including learning gaps and broken processes. They work with Front-line to build up their knowledge, improve their resources, and help them provide the best service possible to our customers. They are role models and help grow the next layer of ERC experts. They work closely with our partner teams, creating and maintaining positive working relationships.
Responsibilities
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