Responsibilities: 

· Resolve inquiries through business Tickets regarding HR Programs, Policies, Processes and Systems using available internal resources such as Instructions, FAQs, policies and desktop procedures in WorkDay and ServiceNow.

· Navigate Customers (Associates, Managers and HR Business Partners) on how to use HR Operational systems (Workday/SNOW) and applicable processes to drive self-service adoption.

· Resolve issues while projecting and maintaining a professional customer service attitude and anticipating customer needs. Be able to handle crucial conversations with Customers not willing to adhere to the agreed roles & responsibilities or unsatisfied with processes and services offered.

· Prioritize work according to agreed Targets to achieve SLAs (Meet agreed timeline) , CSAT ( High Customer Satisfaction rating & Agreed Service Results), Minimize Customer Escalations, Response to all Calls and Chat.

. Collaborate with other team members in case resolution to meet performance metrics. (including data quality and integrations issues)

· Monitor case resolution and provide service user with status updates and/or a possible workaround until the issue is resolved.

· Maintain operational documents used to perform daily tasks, ensure knowledge of processes/steps/responsibilities is properly captured and documentation is updated in a timely manner.

. Understanding of End-to-End HR process and communicate any gaps or areas to improve.

. Ability to identify root cause of escalated service owned by Junior Analyst.

· Ensure the confidentiality, accuracy and timely maintenance of Associate inquiries and data in compliance with data privacy and GDPR requirements.

Requirements:

· Bachelor’s Degree or equivalent, preferably in HR, Communications, and/or Business.

· 1 or more years of general HR experience preferred previous experience in Shared Services/Call Center environment is an advantage.

· Familiarity with HR processes and practices.

· Ability to navigate with proficiency across various HR Systems (i.e., WorkDay & ServiceNow) and deliver high quality customer service while managing high volume of inquiries and services.

· Ability to follow standard procedures and without variation.

· Demonstrated problem solving and conflict management skills with the ability to deliver high quality customer service while maintaining a positive and professional manner.

· Ability to prioritize multiple tasks in fast-paced environment with strong organization and time management skills.

· Ability to handle and maintain confidential and sensitive information.

· Strong oral and written communication skills in English. Additional Spanish or Portuguese language skills (oral and written) will be an advantage.

· Strong listening skill