The HR Contact Center Advisor supports client employees and managers with their questions related to HR policies, tools (including portal navigation) and processes. If the inquiry cannot be resolved in the received call, chat or email, the HR Contact Center Advisor is the interface between the customer and the HR, Employee Data Management and Payroll departments.
The HR Contact Center Advisor performs the above activities in the required language for the designated country or countries as per management requirements.


Contact Center responsibilities:Handle telephone calls, e-mail and chat queries;Communicate effectively to the customers on HR policy, processes and tools;Take ownership of the resolution of callers’ issues, giving guidance and solving problems at the first point of contact whenever possible and within the target response time. Escalate issues to designated next level experts as per process;Log and track inquiries to resolution following workplace processes and guidelines;Work as a member of a team to minimize customer wait times, maximize customer satisfaction and response accuracy;Forward inquiries to Employee Data Management and Payroll Teams as per documented procedure (DTP) in timely and accurate manner according to the Service Level Agreements (SLA);Comply with tracking/administration requirements in relevant systems and repositories;Proactively identify trends and areas for improvement (including DTP gaps or obsolete information) and suggest resolution to management/ experts (SME);Contribute to process/DTP updates;Perform and document quality checks as documented and required by management.