HR Contact Center Job Description
HR contact center
provides support to global HR process experts and regional HR community for global HR Systems related processes.
HR Contact Center Duties & Responsibilities
To write an effective HR contact center job description, begin by listing detailed duties, responsibilities and expectations. We have included HR contact center job description templates that you can modify and use.
Sample responsibilities for this position include:
Manages HR processes including on-boarding, 0ff-boarding, payroll, FMLA, leaves of absence, safety and worker’s compensation, and unemployment claims processing
Act as APAC HR policy expert
Create letters based on work event changes
Process terminations within the HR system
Manage with quality employee records and personnel files
Proactively provide suggestions for process improvements
Complete necessary research to advance inquiries that are complex or have individual focus to next level of HR support or identified SME
Collaborate with HRConnect Advisors globally to identify and drive improvement of service delivery effectiveness and efficiency
Analyse, categorize and log the received inquiries according to defined procedures
Help championing specific initiatives, re-designing HR Direct to drive self service capabilities
HR Contact Center Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for HR Contact Center
List any licenses or certifications required by the position: HR, SPHR, PHR, SHRM, SCP
Education for HR Contact Center
Typically a job would require a certain level of education.
Employers hiring for the HR contact center job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Psychology, Management, Administration, Business Studies, Human Resource Management, Education, Business, Associates, Human Resources, Communication
Skills for HR Contact Center
Desired skills for HR contact center include:
US federal and state leave and disability laws
HR processes
Systems and policies
Experience with SAP
HRMS applications is an advantage
Peoplesoft
Human Resources processes and related systems to effectively perform responsibilities
HR policy
People manager and HR policy
Process and procedures and employee programs
Desired experience for HR contact center includes:
Provide advice on how to complete requests and/or and options for next steps based on scenarios
Support a continuous improvement environment by
Support our Customer Service Line by Answering Product Division Inquiries Regarding Payroll, Benefit and Human Resource Issues
Counsel Employees on General Issues
Use CRM System To Log And Track 100% of Issues
Escalate Significant issues to Appropriate Departments
HR Contact Center Examples
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HR Contact Center Job Description
Job Description Example
Our innovative and growing company is looking for a HR contact center. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for HR contact center
- Research/Resolve All Phone & Email Requests
- Support Department-Wide Initiatives to Maintain HR Operations Service Levels
- Support Web Applications, User Training and Password Re-sets
- Provide excellent customer service to all customers of PPS
- Act as a mentor to colleagues within the Contact Center and PPS organization
- Meet minimum standard productivity and KPI targets
- Initiate and monitor all change requests to ensure timely and accurate solutions, projects following appropriate project management methodology including gathering and defining comprehensive project requirements
- Advises management regarding company policies, procedures and employment laws and assists with decisions which support positive employee relations
- Recommend continual improvements to policies and procedures to support business operations
- Coordinates the annual performance review and merit process within assigned business unit
Qualifications for HR contact center
- Experience forecasting for a multi-site contact center
- Experience in a National or International multi-site, multi-business process environment
- Must have excellent communication skills, strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
- Ability to effectively interface with all levels of management and have a close relationship with finance team
- Knowledge of queuing theories and workforce forecasting and scheduling (eg
- Experience using mainframe or personal computers and Microsoft Office applications
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HR Contact Center Job Description
Job Description Example
Our company is looking to fill the role of HR contact center. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for HR contact center
- Conducts or oversees investigations and consults with legal counsel as necessary
- Develops, monitors and adheres to department annual budget
- Supervises and develops subordinate staff
- Take ownership for HR contact center knowledge management process
- Confirming service level agreements are met and providing end-to-end customer support resulting in accurate and
- Handling all types of enquiries from first contact, registration, escalating and resolving queries in a professional and efficient manner
- Supporting internal customers on HR Portal navigation and other relevant on-line tools for the completion of self-service transactions
- Providing transaction and administrative services for in-scope process
- Gathering customer data where required
- Escalating cases where guidance or clarification of policies and procedures is required
Qualifications for HR contact center
- Must be proficient in MS Excel and have ability to create macros, must be proficient in MS PowerPoint
- Ability to work in a remote team environment across sites
- Customer Service - delivers service in role with the customer at the heart
- Minimum 5-7 years’ demonstrated interface design and support experience, with the ability to read and write functional specifications
- Experience with HR contact center technology
- Bachelor's degree in human resources or a related field and 5+ years of human resources generalist experience required or an equivalent combination of education and experience
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HR Contact Center Job Description
Job Description Example
Our company is growing rapidly and is looking for a HR contact center. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for HR contact center
- Work in cross-functional teams and project work
- Organizes efforts to maintain optimal quality services during peak times (school opening, Open Enrollment, Job Fairs, ) and oversees staffing ramp-up
- Supervising, coaching and providing counsel to contact center associates
- Provides customer satisfaction through effective and timely resolution of inquiries
- Informs callers about Human Resources policies and procedures with assistance from supervisor as appropriate
- Researches questions or concerns and escalates issues to appropriate personnel for resolution when appropriate
- With supervisory approval, develops instructional documentation such as, but not limited to FAQs
- Updates job knowledge and skills by participating in educational opportunities, seminars and other similar activities
- Maintains files, records or logs as required
- Perform HR Master Data changes in line with compliance, data privacy and service levels requirements
Qualifications for HR contact center
- Understanding of Contact Center management and OperationsAdministration
- Performance Management- Has knowledge of core Performance Management theories and how to apply this on a practical level to meet the priorities of the business
- HR Administration- High quality and accurate administration of HR services and processes, as appropriate to the role and customer need
- HR Metrics & Analytics- Understands HR data and how this can be gathered, manipulated and interpreted to inform decision making through MI reporting
- Relationship Management- Is able to identify the appropriate stakeholders to work with and develop relationships with
- Collaboration - Consistently presents a united perspective to internal & external colleagues
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HR Contact Center Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of HR contact center. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for HR contact center
- Respond to external/internal requests for information
- File employee-related documentation
- Manage and record document flow
- Support key activities for the whole cycle of HR e.g annual compensation review
- Receive inbound calls/emails/chat from customers and answer questions, question employees to obtain full understanding of what information is being requested
- Confirming service level agreements are met and providing end-to-end customer support resulting in accurate and efficient transactions / inquiry resolution and high levels of customer satisfaction
- Handling high volume inquiries related to benefits, payroll, retirement and other HR related issues from first contact
- Registering, escalating and resolving queries in a professional and efficient manner through all available channels (primarily email and phone)
- Supporting customers on Workday, and other relevant HR systems for completing transactions
- Performing customer-related data gathering
Qualifications for HR contact center
- Ability to consistently deliver high quality customer service in a professional and efficient manner
- Ability to answer queries on own initiative by effective use and interpretation of relevant data/available information
- A Tertiary Diploma or Bachelor’s degree education
- 3 – 5 years of HR Shared Service or Customer Service / Call Center experience
- Service-mindset, Details-oriented, Positive Attitude
- Comfortable with processes and policy
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HR Contact Center Job Description
Job Description Example
Our company is looking to fill the role of HR contact center. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for HR contact center
- Ensure that incoming enquiries to the Service Centers are answered in a professional and efficient manner
- Gather all required information at the first point of contact to ensure that customer enquiry can be resolved at earliest opportunity with minimal handoffs, capture an accurate record of a customer enquiry in the case management system
- Use process knowledge to educate the customers to reduce re-occurrence of the enquiry at future date
- Escalates unresolved queries to appropriate channels
- Perform data gathering towards customers (outbound)
- Contribute to continuous improvement activities in the Share Service Center through identification of recurring employee/line manager/HRBP issues to simplify and enhance policies, processes and technologies
- Use own knowledge and skills to ‘mentor’ other members of the team to a high standard
- Complete on-line transactions on behalf of employees/line managers/HRBPs where access to systems is not available to those groups
- If applicable, Tie1 HR advisor will support Tire 2 to do part of their work
- Other tasks assigned by contact center lead
Qualifications for HR contact center
- Fresh Grads are welcome
- Three (3) years of full-time, or equivalent part-time, clerical or administrative work in which the major duties included customer service and/or computer experience in an office environment
- Knowledge of administrative and clerical practices and procedures for evaluation
- Knowledge of computer software programs such as Microsoft Office necessary to create and edit documents
- Ability to plan, organize and process a high volume of work in a timely manner
- Under general supervision, responds to basic and moderately complex eligibility and enrolment inquiries about employee benefit programs, including but not limited to