HR Contact Center Resume Samples

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TS
T Schumm
Thea
Schumm
414 Janet Cliff
New York
NY
+1 (555) 704 3733
414 Janet Cliff
New York
NY
Phone
p +1 (555) 704 3733
Experience Experience
Detroit, MI
HR Contact Center Representative
Detroit, MI
Bergstrom LLC
Detroit, MI
HR Contact Center Representative
  • Provide general troubleshooting tips on how to successfully navigate Workday
  • For improvement to HR, Handle telephone calls and e-mail's queries into the EHRSC
  • Follow business controls guidelines, corporate instructions and internal processes during work
  • Log and track enquiries through to resolution using workplace processes and guidelines
  • Communicate effectively to our customers on HR policy and processes, providing education where necessary
  • Participate in information sharing with other members of the team. Identify trends and pass recommendations Case Management SMEs
  • This involves working closely with client HR teams in various countries
Detroit, MI
Manager of HR Contact Center
Detroit, MI
Anderson-Abbott
Detroit, MI
Manager of HR Contact Center
  • Resolves all escalated queries and support including health and retirement benefits, leave program, recruitment, new hires, onboarding, and employee records
  • Responsible for the training, coaching and development of direct reports
  • Establishes and monitors all metrics to track process effectiveness, efficiency, and quality of transactions including all reports
  • Manages relationships with other Talent Directors and Managers and organizes training from other Talent Departments for HR4U Contact Center Staff
  • Triages escalated medical/pharmacy/psychiatric employee issues to Executive Director, Health and Benefits
  • Participates in strategic planning and leads HR4U specific oversight and development of ongoing contact service strategies, including maximization and use of contact center technologies, processes, and staff
  • Provides leadership and oversight of HRU Contact Center operations including: forecasting, staff planning, scheduling, quality performance monitoring, ongoing performance improvement processes, hiring/staffing counseling, and development of HR4U Contact Center staff
present
Detroit, MI
HR Contact Center Specialist
Detroit, MI
Cormier LLC
present
Detroit, MI
HR Contact Center Specialist
present
  • Provide navigational assistance for HR applications - support via email, chat and phone
  • Gather and analyze information and make fact-based decisions, working directly with HR to ensure and confirm expected results are achieved
  • Work within a call center environment, where the majority of daily work is completed via telephony technology
  • Ensure customer is provided timely updates on the request
  • Provide excellent customer service in a timely and accurate manner
  • Contribute to Kaizen culture by identifying opportunities to improve
  • Adhere to prescribed Standardized Work and support in keeping the documentation up-to-date
Education Education
Bachelor’s Degree in Business
Bachelor’s Degree in Business
Boston University
Bachelor’s Degree in Business
Skills Skills
  • Strong technical skill and strong second/third language capability are an advantage
  • Strong attention to detail
  • Language skills: Fluent communication skills in the language for the supported country as well as English. Excellent skill paying attention to all audience
  • Working knowledge of Salesforce.com cloud solution
  • Accuracy and attention to details because of sensitive Client information
  • Highly organized
  • Highly customer service oriented
  • Excellent communication skills
  • Ability to work well under pressure
  • Ability to work in a fast paced environment
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8 HR Contact Center resume templates

1

HR Contact Center Representative Resume Examples & Samples

  • For improvement to HR, Handle telephone calls and e-mail's queries into the EHRSC
  • Support other HRC Departments with Compliance Test or any other activities upon management request
  • Language skills: Fluent communication skills in the language for the supported country as well as English. Excellent skill paying attention to all audience
  • Adaptability to an ever changing environment
  • Computer literacy in Excel, Explorer
  • Full command of the target language (English, Portuguese and/or French)
  • Computer literate (Internet Explorer, Excel, Word, Acrobat, Power Point)
  • Ability to work well under pressure
  • Fast learner
  • Previous Contact Center Experience is desirable
  • Strong technical skill and strong second/third language capability are an advantage
2

HR Contact Center Representative Resume Examples & Samples

  • 85% of Time - Inquiry Management
  • Own the employee relationship as the primary contact for all employee/customer inquiries concerning HR-related programs, policies and tools; provide consistent and fair responses
  • Utilize Knowledge Base to manage all inquiries that can be resolved during phone call or that require basic investigation to provide resolution; proactively utilize all resources available
  • Drive employee self service (ESS) and manager self-service (MSS) to support initiation of transactions in Workday; supports change management activities ongoing following system launch
  • Provide general troubleshooting tips on how to successfully navigate Workday
  • Complete necessary research to advance inquiries that are complex or have individual focus to HR Specialist or identified SME
  • Manage all supported channels (phone, email, employee self-service, postal mail, fax) and have the ability to prioritize activities based on guidelines
  • Utilize case management skills to ensure timely responses and ensure achievement of internal service level agreements
  • Document interactions accurately and completely using tools and resources available
  • Collaborate with other HRConnect Advisors globally to identify and drive improvement of service delivery effectiveness and efficiency
  • Establish positive relationships throughout HR and with process partners
  • 15% of Time - Cross-Functional Projects
  • 3-5 years related work experience in an HR or customer service role; previous experience working within an HR function is strongly preferred
  • Experience working in a matrix organization
  • Strong technology skills. Ability to quickly learn and work in cloud-based solutions. Salesforce.com and Workday experience is a plus, but not required
  • Demonstrated working knowledge with Microsoft Office products is required (Word, Excel, Outlook, SharePoint, PowerPoint, etc.)
3

HR Contact Center Representative for Russia Resume Examples & Samples

  • For improvement to HR Handle telephone calls and e-mail's queries into the EHRSC
  • Communicate effectively to our customers on HR policy and processes, providing education where necessary
  • Participate in information sharing with other members of the team. Identify trends and pass recommendations Case Management SMEs
  • Take ownership of the resolution of callers’ issues, giving guidance and solving problems at the first point of contact whenever possible within the target response time
  • Russian: Fluent
4

HR Contact Center Representative Resume Examples & Samples

  • 2+ years of related work experience in an HR or customer service role
  • Exceptional Matrix organization
  • Working knowledge of in HRIS systems
  • Understanding of HR processes and administration
  • Microsoft Office/Suite proficient (Word, Excel, Outlook, SharePoint, PowerPoint, etc.)
  • Previous experience working within an HR function
  • Working knowledge of Salesforce.com cloud solution
5

HR Contact Center Representative Resume Examples & Samples

  • Experience of working in a business process operations environment (desirable)
  • Experience of working in a shared services organization (desirable)
  • Understanding of HR systems is desirable (experience working on SAP payroll is an advantage)
  • Strong Thinking and Problem Solving Skills - must have demonstrated the ability to analyze and solve complex issues
  • Client-focused - Recognizes client needs and recommends appropriate solutions
  • Team Player - must be able to build collaborative relationships with colleagues and clients, is able to deal flexibly with others
  • Strong Communication Skills - must have demonstrated the ability to effectively communicate with all levels of employees and
  • Good thinking and problem solving skills – able to analyze errors/simple situations and identify appropriate solutions
  • Good interpersonal skills – able to collaborate with people and work effectively in a team
6

HR Contact Center Specialist Resume Examples & Samples

  • Provide Shared Services support by responding to Talbots Associates and Management via email and/or phone regarding HR and Payroll questions within 24 hours. Utilize various resources to ensure that a complete and accurate answer is provided. Directs customers to additional resources, including documented information, reference materials and self-service tools. Escalates to Subject Matter Expert (SME) as necessary
  • Uses a broad knowledge of benefits, payroll, policy and Workday-related topics to respond to team member inquiries; demonstrate initiative in seeking answers when in doubt
  • Responsible for case management and follow up with Associates and Managers to close all Tier 1 tickets by an agreed upon due date
  • Collaborates with Tier 2 teams to maintain ongoing relationship and a complete grasp on their processes and procedures. Identify unexpected results or process defects and works with Tier 2 level support to resolve
  • Ensure data integrity in HRIS system (Workday) by regularly auditing employee data. Surface patterns of data integrity issues to Subject Matter Experts and HRIS manager
  • Maintains and updates HR Call Center process and resource materials as necessary
  • Manage the I9 process. Assure all I9s are processed accurately and meets federal law compliance of requirements and deadlines. Works with Associates and Managers to resolve any I9 issues or problems. Manage relationship with vendor
  • Support HR Subpoena process. As directed, gather all pertinent information and provide to HRBPs. Ensure confidentiality
  • Maintain HR files/file room
  • Ensures strict confidentiality of all work and information, based on company policies and procedures
  • Position requires High school plus 3- 5 years of related experience
  • Previous experience working in an HR environment
  • Basic PC skills
  • Team Player; ability to work well with all levels of associates
  • Experience with I9 process a plus
7

HR Contact Center Agent Resume Examples & Samples

  • Attending to employees queries submitted through an internal online tool, telephone or web chat
  • Diagnosing employees issues, conducting appropriate researches and investigations and subsequently developing recommendations for resolutions
  • Candidate must possess at least a Bachelor Degree or Professional Degree in any field
  • Strong analytical and problem solving skills with the ability to follow through for satisfactory issue closure
  • Ability to read contents/materials online quickly, comprehend them and apply the needed information to the questions asked by customers
  • Proficiency in using Microsoft Office , emails and Internet
  • Excellent work ethic and positive attitude
  • Ability to work as individual contributor and collectively as a team player
  • Experience in Customer Service field will be an added advantage
8

HR Contact Center Specialist Resume Examples & Samples

  • Provide navigational assistance for HR applications - support via email, chat and phone
  • Provide excellent customer service in a timely and accurate manner
  • Assist directly or route customers to the appropriate groups for assistance
  • Ensure customer is provided timely updates on the request
  • Participate actively in Tier Meeting, Team Meetings, and Training
  • Contribute to Kaizen culture by identifying opportunities to improve
  • Adhere to prescribed Standardized Work and support in keeping the documentation up-to-date
  • Fluent in English and Spanish; French or Portuguese language is a plus
  • Good communication (written and spoken) and demonstrated active listening skills
  • Proficient in MS Office (Word, Excel, PowerPoint)
  • Basic knowledge of HR processes and back-end operations
  • Effective call-handling skills and experience in interacting with global customers
  • Strong communication skills and professional presence to handle email, chat and call support
9

HR Contact Center Rep-westlake, TX Resume Examples & Samples

  • Serves as the key contact for incoming phone calls from employees, managers, and HR staff and will follow defined procedures to advise, guide, and resolve questions and issues in an accurate and timely manner and with a high level of customer service
  • Escalate calls as appropriate when the question or issue needs a subject matter expert, is complex, and/or there are other concerns or problems in addressing the needs of the caller
  • Effectively utilize knowledgebase and other available tools and accurately execute appropriate transactions. Timely and accurately enter, maintain and monitor data and employee records and appropriately document calls and transactions with an emphasis on data integrity
  • Share experiences, report call trends, and make recommendations in procedures and practices where appropriate. Work collaboratively with other team members to achieve goals and share accountability for continuous improvement
  • Three years customer service experience with a minimum of one-year experience in an environment similar to a contact center
  • Strong organization skills and detail oriented approach to gathering and maintaining information and data
  • Demonstrated basic problem solving skills and strong listening skills
  • Ability to follow standard procedures and utilize available documentation to answer questions and resolve issues
10

HR Contact Center With Polish Resume Examples & Samples

  • Provides generalist HR advice and guidance on HR policies, processes and general queries, acting as the first point of contact for BAT employees where self-service is either unavailable or where the query cannot be resolved through the self-service channels available
  • Executes administrative and transactional processes across the scope of service provided, using online tools, systems and applications
  • English and Polish language proficiency
11

HR Contact Center Technology Admin Resume Examples & Samples

  • Application Administration and Maintenance
  • Build, manage and maintain knowledge documentation
  • Maintain and evolve HR Portal
  • Act as a liaison to internal and external partners to support and troubleshoot inbound and outbound interfaces
  • Effectively organize and prioritize multiple projects while working towards defined deadlines
  • Ensure project progress is reported on assigned tasks in a clear and timely manner to all levels of management
  • Ability to create and maintain HR process documentation (Visio flow charts, power point decks, and process outlines)
  • Exhibits prior and current technical expertise in web technology and the ability to learn new technology
  • Perform appropriate business user training, workshops and documentation
  • Initiate and monitor all change requests to ensure timely and accurate solutions, as well as projects following appropriate project management methodology including gathering and defining comprehensive project requirements
  • Participate in special projects, as requested
12

HR Contact Center Agent Resume Examples & Samples

  • Attending to employees' queries submitted through an internal online tool, telephone and web chat
  • Diagnosing employees issues, conducting appropriate researches and investigations and subsequently developing recommendations for resolutions based on Intel's policies and Human Resource guidelines
  • Partnering with other Human Resource Business Partners to resolve more complex issues to ensure the most accurate and timely response is delivered to employees
  • Being in the front line work force of the Contact Operations Team, you will be playing an integral part to drive operational excellence
  • Assuming the role of Functional Expert (FE) and working closely with Human Resource Business Partners and other team members to drive continuous improvements to enhance team's productivity performances and key success indicators
13

HR Contact Center Team Leader Resume Examples & Samples

  • Proactively identifies and updates knowledge management articles (i.e., scripts, procedures, policies, FAQs) to support Tier 1 agents
  • Ensures that Tier 1 agents appropriately execute processes and policies by following standard operating procedures
  • Ensure all Tier 1 agents are kept informed of new information related to HR products, procedures, projects / programmes, customer needs and specific business issues which may impact HRSS service delivery
  • Acts as point of escalation to effectively resolve complex issues and customer complaints by exception
  • Manages the flow of information and communication between the Tier 1 agents and other parts of the HR function including incorporation of feedback from HRSS, to support and enable continuous improvement
  • Effectively manages resources, ensuring that high quality customer service is provided on a daily basis and in line with agreed SLAs. Monitors Tier 1 performance against service standards to ensure that support and services are provided in line with established SLAs & KPIs
  • Establishes and executes processes and procedures for maintaining HR data accuracy and integrity
  • Identifies areas for service improvement and communicates opportunities to the Head of Continuous Improvement, to be incorporated in future plans and developments for the HRSS sub-function
  • Suggests methods to update, simplify, and enhance processes, procedures, and technologies and make procedural changes related to the service provided by Tier 1 agents
  • Recognises, reports and escalates unusual events affecting customer service and HR data accuracy
  • Promotes training, personal growth, professional development, career progression and teamwork of Tier 1 agents
  • Provides line management responsibility to direct reports including team member inductions, the setting of performance targets, monitoring and managing performance against objectives, providing coaching and ensuring development opportunities are provided
  • Builds capability amongst Tier 1 agents and ensures work is allocated to support efficient delivery and cater for individual areas of expertise
  • At least 3 or more years’ experience in Call Centre environment and Queue Management
  • Experience with MS Office tools and data manipulation tools, Excel or other database
  • Experience in data warehousing and reporting technologies
  • Knowledge of basic Quality Management tools and techniques
  • 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. Targeting performance management that aligns to the BAT strategy
  • HR Administration- High quality and accurate administration of HR services and processes, as appropriate to the role and customer need. Is able to understand what the administration is contributing to and how
  • Continuous Improvement- Looks to drive continuous improvement of the business by striving to see new opportunities and openings to deliver greater business value
  • Employee Relations- Has a current knowledge of employee relations regulations and understands how to apply the BAT policies to ensure standardised execution, conducted in an integrated nature. Supports in the management of union negotiations and engagements and are closely aligned to Employment Law
  • HR Metrics & Analytics- Understands HR data and how this can be gathered, manipulated and interpreted to inform decision making through MI reporting. Works with the HRIS to produce relevant reports. Uses analytics to provide predictive data analysis for informing future strategy development and initiatives
  • HR Policy & Process- Full end to end view of the HR policy and process landscapes and how to interpret content and execute advise or transactions as necessary for the role
  • Customer Service- Delivers service in role with the customer at the heart. Identifies continuous opportunities to deliver a high quality and professional output
  • Trusted Advisor- Is the go-to person for information and advice that is delivered with integrity and trust
  • Strategic Thinking- Effectively interprets and aligns functional and business strategies, taking a long term view of delivering the business vision in all service and tasks conducted. Only offers service that adds aligned business value
  • Relationship Management- Is able to identify the appropriate stakeholders to work with and develop relationships with. Understands the needs and expectations of stakeholders and works effectively with them to deliver joint goals; is confident in adjusting style for BAT
  • Problem Solving- Diagnoses, negotiates and orchestrates the solutions to solve business problems
  • Project Delivery- Professionally delivers projects to achieve long term benefits, maintaining a clear view of the project objectives, risk areas and engagement methodologies required to gain business buy-in and delivery
  • Effective Communication- Demonstrates excellent verbal and written communications across different audiences and channels
  • Collaboration - Consistently presents a united perspective to internal & external colleagues; builds and maintains relationships across the organisation, that support delivery of organisational goals
  • Facilitation & Coaching- Takes an active role to facilitate and coach, developing talent and knowing when to step back and let others learn and grow
14

AEE Dalian CRM HR Contact Center Senior Analyst Resume Examples & Samples

  • Contribute up to 80%- 90% of the time on daily service requests management and call handling
  • Act as APAC HR policy expert. Supervise contact center agents on daily work
  • First layer of contact for service quality escalation
  • Assist team lead to perform daily quality check, monthly VOC review
  • Take ownership for HR contact center knowledge management process. Regularly review and update FAQ documentation
  • Work with field HR people advisors group on tier 0 content maintenance
  • Work with contact center leads on continuous improvement initiatives
  • Collaborate with tier 2 effectively on knowledge sharing, process/policy change updates
  • Other ad-hoc tasks that assigned by contact center team lead or CRM lead
  • Solid understanding of APAC countries HR policies and processes
  • Outstanding English language skills, communication skills and interpersonal skills
  • Excellent customer service skills, Strong customer focus
  • Self-initiator
15

HR Contact Center Representative Resume Examples & Samples

  • Environment: Experience and working knowledge in several interrelated departmental activities. Awareness of functional activities
  • Communication/Negotiation: Seeks and exchanges information, ideas, and concepts. Some presentation skills are necessary. May require negotiation to achieve coordination
  • Problem Solving: Use specialized technical knowledge to identify ,evaluate, and resolve various interrelated problems from several sources
16

Team Lead With English for HR Contact Center Resume Examples & Samples

  • Serve as process expert/coach for the team’s deliverables
  • Drive methods adoption and act as an expert in how to cost effectively deliver the Client Service Team’s/Service Delivery Team’s process and/or project requirements and deliverables
  • Monitor and analyze client and customer satisfaction through available escalation/complaint tools and survey results and ensure improvement initiatives are driven by client expectations and requirements
  • Identfy and implement productivity improvements ensuring adherence to appropriate project gating and business case approval requirements
  • Fy areas for performance improvements, and coordinate implementation
  • Manage team mix to the standard pyramid for type of Client Service Team/Service Delivery Team, headcount, macro resource load balance (rolling 3 months), utilization, overtime, etc., and escalate issues when required according to established practices
  • Manage staffing assignments and role changes
  • Support recruiting and interviewing potential new team members
  • Balance workloads and skill sets across clients to support one-to-many delivery
  • Manage and develop team competency coverage through cross-training, leadership development and succession planning
  • Monitor and manage team goals and performance and ensure team understands how they align and relate to broader business goals and strategies
  • At least 2 years work experience with previous managerial experience
  • Previous experience in Human Resources area is mandatory
  • Ability to adapt to changing environment and support of multiple clients
17

HR Contact Center Specialist Resume Examples & Samples

  • Ensure responsiveness and resolution for all issue and inquiries within 24 hours
  • Ensure to provide excellent customer service in timely and accurate manner
  • Develop good network with internal/ external groups on operations management
  • Have End to End Ownership of the request/resolution and ensure closure only once its complete
  • Help drive case deflection opportunities in partnership with the KM Leader
  • Help support Knowledge Management focus to enhance self service capabilities
  • Ensure timely follow -ups to track cases to closure
  • Ensure no cases are deferred to other groups/COE's
  • Participate actively in Tier Meeting, Team Meetings etc
18

HR Contact Center Specialist Resume Examples & Samples

  • Language Proficiency in English + DE/FR/NL/IT
  • Knowledge of end to end HR processes of advantage
  • Proficient in MS Office (Word, Excel, PowerPoint 2007)
  • Experience with Customer Relationship Management (CRM) application of advantage
  • Effective call-handling skills and experience in interacting with customers
  • Strong Communication Skills and Ability to handle email, chat and outbound call support
  • Highly customer focused
  • Meets commitments to customers/clients
  • Takes responsibility to correct customer problems and concerns
  • Regularly searches for opportunities to provide better solutions for clients
  • Puts a high priority on attaining results
  • Seeks out and supports new ideas and initiatives; readily adapts to change
  • Takes cultural and geographic differences into account when conducting own work
  • Demonstrates the courage to raise potential issues and concerns
  • Knows when to make a decision and when to ask for approval
  • Changes behavior in response to feedback
  • Pursues continuous learning and skill development
  • Demonstrates awareness of own strengths and weaknesses
  • Gets the point across clearly and concisely
19

HR Contact Center Specialist With Turkish Resume Examples & Samples

  • Is responsible for processing HR administration activities using the reference materials available across a range of specialisms, supporting direct customer facing queries
  • Collects and verifies supporting documentation from employees and line managers in order to initiate / complete HR transactions
  • English and Turkish language proficiency
  • Customer Service - delivers service in role with the customer at the heart. Identifies continuous opportunities to deliver a high quality and professional output
  • Demonstrates excellent verbal and written communications across different audiences and channels
20

HR Contact Center Representative Resume Examples & Samples

  • Fluent in speaking, reading and writing in French ( CA French) and in English ( Level 1 or 2 based on Berlitz Assessment)
  • Document all calls with regards to caller’s inquiries accurately using Call Tracking System
  • Provide quality customer service on every call
  • Communicate clearly and effectively with participants
  • Performs other tasks as required
21

HR Contact Center Specialist Resume Examples & Samples

  • Provide HR-based support both verbally and in writing across various communities and groups including: active teammates, retirees, HR Business Partners, Benefits Administration, Payroll, and Pension
  • Work within a call center environment, where the majority of daily work is completed via telephony technology
  • Gather and analyze information and make fact-based decisions, working directly with HR to ensure and confirm expected results are achieved
  • Ability to develop proficiency entering HR-based transactions into the SAP HCM system
  • Participate with other HR/HRSS IT staff on special projects as assigned
  • Use service issues as opportunities to evaluate and improve business processes
  • Work in cross-functional teams and project work. Demonstrated ability to work as part of high performing teams and across groups or divisions
  • Ability to ensure HIPAA and Employee Privacy guidelines are closely monitored and effectively executed
  • College degree or 1-year HR related experience preferred
  • Strong analytical skills, detail-oriented
  • Ability to demonstrate excellent oral and written communication skills
  • Ability to demonstrate both creative and critical thinking skills
  • Demonstrated problem solving, time management, and priority setting skills
  • Above average listening skills
  • Ability to manage constant change and be resilient
  • Preferred experience working for a large global employer
22

HR Contact Center Agent Resume Examples & Samples

  • Candidate must possess at least a Bachelor's Degree or Professional Degree in any field
  • Strong analytical and problem-solving skills with the ability to follow through for satisfactory issue closure
  • Ability to focus and pay attention to detail-Ability to read contents/materials online quickly, comprehend them and apply the needed information to the questions asked on demand from customers
  • Proficiency knowledge of Microsoft Office Excel, Word, PowerPoint, Email and Internet
  • Excellent work ethic and positive attitude are required
  • Excellent interpersonal skills required-Ability to multitask
  • Ability to work as an individual contributor and collectively as a team member
  • Experience in Customer Service Field will be an added advantage
23

HR Contact Center Rep Resume Examples & Samples

  • Provides accurate and timely information and resolution to employees who correspond with the HR Contact Center
  • Informs employees of Company policies
  • Offers professional customer service at the highest level
  • Manages a fluctuating workload in a dynamic work environment
  • Tracks all forms of contact information in an internal database, while utilizing multiple software applications to assist employees
  • Processes alpha / numeric data entry of confidential employee information into systems
  • Provides HR Records Management assistance as required
24

HR Contact Center Specialist Resume Examples & Samples

  • Language Proficiency in English + Dutch
  • Good communication (written and spoken)
  • Knowledge of end to end HR processes will be considered an advantage
  • Experience with Customer Relationship Management (CRM) application will be considered an asset
25

HR Contact Center Representative Resume Examples & Samples

  • This position requires an associates degree in business or related field or equivalent combination of education and experience
  • Min of 2 years related work experience to include at least 1 year of previous customer service experience
  • Proficient in written and verbal communication
  • Proven analytical skills and ability to apply judgment and discretion
  • Demonstrated computer experience including Word, Excell, Sharepoint and proficiency with current software packages
  • Successful completion of any required testing
26

Manager of HR Contact Center Resume Examples & Samples

  • Provides leadership and oversight of HRU Contact Center operations including: forecasting, staff planning, scheduling, quality performance monitoring, ongoing performance improvement processes, hiring/staffing counseling, and development of HR4U Contact Center staff
  • Manages day to day operations of the HR4U Contact Center which includes telephone calls, emails, and tickets
  • Manages HR4U Contact Center Specialists, HR4U Contact Center Clerks, and Consultants
  • Participates in strategic planning and leads HR4U specific oversight and development of ongoing contact service strategies, including maximization and use of contact center technologies, processes, and staff
  • Resolves all escalated queries and support including health and retirement benefits, leave program, recruitment, new hires, onboarding, and employee records
  • Manages relationships with other Talent Directors and Managers and organizes training from other Talent Departments for HR4U Contact Center Staff
  • Triages escalated medical/pharmacy/psychiatric employee issues to Executive Director, Health and Benefits
  • Organizes efforts to maintain optimal quality services during peak times (school opening, Open Enrollment, Job Fairs, etc.) and oversees staffing ramp-up
  • Establishes and monitors all metrics to track process effectiveness, efficiency, and quality of transactions including all reports
  • Tracks leading industry practices in the delivery of calls, emails, and tickets and ensures HR4U Contact Center is operating best practices and the “gold standard” of service delivery
  • Responsible for the training, coaching and development of direct reports
  • Responsible for allocation and utilization of team resources and provides input on resource and budgetary requirements
  • Ensures HIPAA compliance and confidentiality of employee matters is maintained
  • Bachelor’s degree from an accredited college or university
  • Five (5) years of experience managing and working in a contact center
  • Desire to mentor, coach, and establish expectations for staff
  • Flexibility, passion, energy, and speedy problem solving is valued for fast paced environment
  • Experience developing and delivering quality monitoring audits (e.g., phone, email) in side-by-side shadowing and post-interaction review
  • Experience developing and delivering contact center training covering handling, soft skills, policies/processes, and technologies
  • Organizational planning and performance management experience
  • Ability to develop and present information in order to drive decisions and action
  • Ability to build and maintain collaborative partnerships with CPS colleagues
  • Diplomacy, direct communication, and assertiveness is a plus
  • Knowledge and experience in change management is a plus
  • Experience working in a school environment is a plus