This role involves managing sick leave applications for German Employees, including processing sick leave administration into the timekeeping system, communicating with employees, timekeepers and health insurance companies. Their primary goal is to deliver exceptional customer experiences through the HR Contact Center case management technology application ensuring seamless transactional processes based on our operational documentation and service promise.

Professional background:

Desirable Bachelor’s Degree preferably in Human Resources, Business Administration, or other related fields0-3 years of customer service experience, data processing or HR experience preferred

Key abilities:

Demonstrated effectiveness working with contact center technology including but not limited to contact center tracking system and Human Resources Information Systems (HRIS) 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 opportunitiesAbility to drive to "first-time through" solutions ProactivityDemonstrating positive attitude when facing difficultiesAbility to communicate effective through written and oral communication and consistently deliver high quality customer service in a professional mannerDemonstrated effectiveness when dealing with dissatisfied customersAbility to work as a team member in a specialized area with a diverse audienceAbility to remain flexible with staff scheduling changes and time zonesSpeaking English and German fluently, supporting the business on a daily basis in both languages 

Key Characteristics:

Dedicated to jobSelf-driven & independentAnalytical, result-oriented structured way of workingHigh accuracy in repetitive tasksExcellent interpersonal skillsPrecise working methodTechnology skilledHuman centric mindsetLearning ability AccountabilityCustomer focused (consistent, high quality & professional customer service)

Desirable skills:

Knowledge and understanding of various HR processesContinuous improvement Effectiveness (First time through)NegotiationProvide HR counseling to customersActive Listening Effective decision makingAccurately processing sick leave applications into SAP system in a timely manner, ensuring compliance with German labor laws and regulations regarding sick leave.Understanding the customer’s questions and issues, advising them in a professional way and handling their queries in a timely manner utilizing HR Contact Center procedures, policy manuals, knowledge management system and other reference materials.Generating reports on sick leave usage and clarifications.Documenting all transactions, customer inquiries and their resolutions in the HR Contact Center case management technology application.Meeting and striving to exceed HR Contact Center Key Performance Indicators (KPIs).Increasing HR subject matter knowledge seeking first call resolution, shorten call time and increase data quality.Escalating customer requests in a timely manner when additional research or analysis is necessary.Managing control through the transactions audit process. Addressing process ambiguity and associated risks proactively.Identifying process gaps and involving responsible teams to find a solution together.Initiating process improvement projects to release capacity for the incoming new processes.Any other duties as required by the line manager.Mastering high-level process understanding of all teams and connections; initiating information flow between teams.