HR Contact Center Specialist

Global Technical Talent
US - South Carolina - Greenville
January 30, 2025

Job Title: HR Contact Centre Representative - Inbound
Duration: 4 months Contract (Extension, Conversion Possible)
Work Location: Greenville, SC
Work Type: Hybrid Model- Beginning 3 to 4 days for the first couple weeks. Could change, need to be flexible.
Hours: Mon-Fri, 8:00 am to 6 pm Either 8 to 4:30 or 9:30 to 6

Description:

The Human Resources Contact Center Specialist provides resource support on all HR policies, process, and procedures including in-depth knowledge of Benefits and Payroll processes and transactions, and employee programs and services (including navigational support of all HR systems).
The Human Resources Contact Center provides guidance and support to all employees, retirees, people managers, and the HR community and acts as the first point of contact (phone, email, chat) for all inquiries related to employee programs and services, HR policy, process, and procedures, including navigational support, and escalation of issues.

Job Responsibilities:

HR contact centre for the Bank
Phone, chat, and email inquiries from employees
Acts as the first point of contact for employee and people manager issues and escalates to Advice Channel when required
Answers and resolves employee and people manager issues including navigational support and processing corrective transactions when required
Provides advice on how to complete requests and/or determines options for next steps based on scenarios. These could include: guidance related to completing HR responsibilities (year-end compensation, mid-year and year-end processes, resource planning); guidance related to making employee data changes (new hires, transfers, terminations, retiring); guidance related to the administration of employee programs (Service recognition, PTO/Vacation entitlement, time administration)
Supports a continuous improvement environment by raising issues, escalating concerns, proactive identification of process changes, and being an agent of change
Maintains adherence to all audit/compliance and regulatory requirements
Keeps pace in a rapidly changing environment while maintaining strong knowledge and a positive attitude
Contributes positively to the team through the sharing of knowledge, and ideas and active participation in meetings, coaching, and personal development
Achieves operational metrics in support of the delivery of the service center service level agreements and industry best practices. These include standards related to Contacts/Hour and Schedule Adherence
Delivers legendary service experiences consistent with culture in all contacts (phone, email, chat) through extensive and in-depth knowledge of people manager and HR policy, process and procedures, and employee programs; efficient navigational skills; and effective call control/business writing
Keeps current with changes in people manager responsibilities as well as HR policy, process, and procedures
Reviews and completely understands deliverables of all weekly people manager communications
Maintains a thorough knowledge of all HR policies, processes, and procedures including navigational support of all HR systems
Maintains expertise in the areas of benefit and payroll processes and transactions
Maintains a high-level knowledge of people manager accountabilities and responsibilities and in-depth knowledge of all employee programs and services
Completes administrative tasks as assigned

Job Requirements:

Minimum High School diploma or equivalent required, a minimum of an Associate Degree is preferred
2+ years of related experience
Strong communication skills (written and verbal)
Ability to provide legendary service in a fast-paced environment
Good knowledge and understanding of overall HR policies, processes, and procedures specializing in one or two specific areas (e.g.: Payroll, Benefits, Compensation, People Leadership) would be an asset
Excellent knowledge and navigational skills in HR systems
Strong organizational skills, self-motivated and results-driven
Ability to share knowledge with peers
Good time management and organizational skills
Proficiency with MS Office (Word, Excel, PowerPoint)

Notes:

Strong communication skills- written and verbal
Experience in a contact center environment - understanding the product
HR experience would be a plus
Quick learner
Easy to learn HR systems/ new systems
Training: 2 to 3 weeks
Will rotate- weekly
Will they be working a rotational schedule: yes
Overtime or weekends required: Not required, could come up

Must-Have:

Contact center experience - 1 to 2 years experience
Strong communication skills - verbal and written
Tek savvy- comfortable using a computer and learning new systems
Working with confidential information- understanding how to deal with confidential information.
Understanding policies and best practices.

Nice To Have:

HR experience
HR systems (workday, PeopleSoft, service now)
College/ Associates/Certifications degree

Benefits:

Medical, Vision, and Dental Insurance Plans
401k Retirement Fund

About The Company:

Top 10 banks in Canada and North America offering comprehensive financial solutions. Providing retail, commercial, wealth management, and wholesale banking services, we help clients thrive in today's evolving market.

25-17027 #gttnonit #gttjobs

Read the full job description and apply online on the recuiter's web-site

Related Job Postings

Physical Therapist PRN

BreakThrough Physical Therapy

US - SC - SC - Indian Land
January 30, 2025

Overview: Physical Therapists, Come Where You Can Grow and Progress In Your Career! BreakThrough Physical Therapy is a member of the Confluent Health family of outpatient physical and occupational therapy companies that is transforming healthcare by developing and educating today's highly effective...

Find Jobs Hiring Now Near You!

Get Jobilize Job Search Mobile App Now