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Introduction
The HR Advisor (Contact Center) supports client employees and managers with their questions related to HR policies, tools (including portal navigation) and processes. If the inquiry can not resolved in the received call, chat or email the HR Advisor is the interface between the customer and the customer’s HR or Payroll department.
Your role and responsibilities
The HR Advisor’s job role covers Employee Data Management (EDM), a series of complex and diverse processes, which involves validation of requests, processing of transactions in the HR systems and creating contracts and addendum letters. The HR data maintenance has a direct impact on payroll administration, therefore timeliness and accuracy have a pivotal role in IBM meeting contractual requirements towards its customers.
EDM consist of different cross-process transactions including: Personal data change, Organization Data Management, Generic Life Event Management, Absence, Newhire and Exit Administration. It can also include standard and ad hoc bulk reporting. For some accounts Global Mobility and Mass Loads are also part of the EDM scope.
The HR Advisor performs the above activities for a designated country or countries as per management requirements.
Responsibilities:
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 client HR as per process
- Log and track enquiries 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;
EDM Responsibilities:
- Process EDM transactions/reports independently in the HR system as per documented procedure (DTP) in timely and accurate manner according to the SLAs
- End-to-end ownership and resolution on EDM cases (incl. research, regular follow ups and proper communication of current status and final outcome to the requestor);
- Analysis and resolution of escalations and special requests;
- Cooperate cross-country/center if needed to ensure resolution of designated transactions / cases;
- For some accounts cooperate with other process areas (eg .Payroll in case of any escalation, last minute data entry and any needed review of transactions / cases.)
· 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/EDM SME
· Contribute to DTP updates
- Perform and document quality checks as documented and required by management
General requirements:
- Ensure teamwork and knowledge management by sharing information with colleagues and country process teams;
- Alert management regarding out of scope requests, client escalations, complaints and potential SLA misses;
- Ensure productivity and high level occupancy;
- Inform your management about any relevant increase/decrease of workload;
· Proactively participate in cross departmental teaming and projects;
· Follow business controls guidelines, corporate instructions and internal processes during work.
Required education
None
Preferred education
Bachelor's Degree
Required technical and professional expertise
Required skills, education and experience:
Communication
Language skills: Fluent/Native in writing and speaking in the language for the supported country as well as in English.
Computer literacy
Word, Excel, Explorer
Adaptability
Ability to work under pressure.
Quickly think of new approaches and solutions in response to changing demands.
Adjust plans, goals and priorities to deal with changing situations
Client Focus
Understand the client's organization, business objectives and environment.
Recommend solutions that meet the client's needs and objectives.
Respond to cases and ad hoc/official requests included in the processes quickly, completely and accurately.
Problem Solving.
Excellent analytical and organizational skills.
Identify alternative solutions to address problems or issues.
Suggest improvements to procedures and processes that enhance quality and efficiency.
Teamwork & Collaboration
Work well with people whose background, culture, language or work style differs from one's own.
Demonstrate flexibility in dealing with others in order to achieve win-win solutions
Required skills, education and experience:
Communication
Language skills: Fluent/Native in writing and speaking in the language for the supported country as well as in English.
Computer literacy
Word, Excel, Explorer
Adaptability
Ability to work under pressure.
Quickly think of new approaches and solutions in response to changing demands.
Adjust plans, goals and priorities to deal with changing situations
Client Focus
Understand the client's organization, business objectives and environment.
Recommend solutions that meet the client's needs and objectives.
Respond to cases and ad hoc/official requests included in the processes quickly, completely and accurately.
Problem Solving.
Excellent analytical and organizational skills.
Identify alternative solutions to address problems or issues.
Suggest improvements to procedures and processes that enhance quality and efficiency.
Teamwork & Collaboration
Work well with people whose background, culture, language or work style differs from one's own.
Demonstrate flexibility in dealing with others in order to achieve win-win solutions
Required skills, education and experience:
Communication
Language skills: Fluent/Native in writing and speaking in the language for the supported country as well as in English.
Computer literacy
Word, Excel, Explorer
Adaptability
Ability to work under pressure.
Quickly think of new approaches and solutions in response to changing demands.
Adjust plans, goals and priorities to deal with changing situations
Client Focus
Understand the client's organization, business objectives and environment.
Recommend solutions that meet the client's needs and objectives.
Respond to cases and ad hoc/official requests included in the processes quickly, completely and accurately.
Problem Solving.
Excellent analytical and organizational skills.
Identify alternative solutions to address problems or issues.
Suggest improvements to procedures and processes that enhance quality and efficiency.
Teamwork & Collaboration
Work well with people whose background, culture, language or work style differs from one's own.
Demonstrate flexibility in dealing with others in order to achieve win-win solutions