A Call Center Support Agent serves as the frontline representative of a company, managing a variety of employee interactions primarily through phone calls, emails, and live chats. Their main goal is to provide exceptional customer service and resolve any time entry, HR, Payroll related issues that the employee may have.
Key Responsibilities
Respond in a timely and professional manner to inbound calls, emails, and chat inquiries from employees and managers regarding HR policies, procedures, and systems
Provide accurate and timely information on HR-related topics such as time entry, scheduling and absences, payroll, onboarding, performance management, and the like
Troubleshoot and resolve issues related to HR systems and processes, escalating complex cases to higher-level support or subject matter experts as needed
Assist with HR process improvements by identifying recurring issues and suggesting enhancements to streamline operations
Collaborate with client team members to ensure consistent and effective service delivery
Document and accurately track all inquiries, interactions, and resolutions in the CRM system to ensure proper follow-up and reporting
Meet SLA and performance targets and contribute to team goals.
Participant in continuous improvement by suggesting opportunities to improve employee experience.
Required skills/experience.
High-proficiency verbal and written communication
More than one year's experience in a call center or customer service role is mandatory
Overall exposure or knowledge in any of the following general HR processes such as time and attendance, employee concerns, onboarding, talent management, and payroll
High-quality customer service skills
Excellent communication and people skills
Ability to manage stressful situations and remain calm under pressure
Recommended Specific Technical Skills
Proficiency in using computer systems such as HR system and Microsoft Suite
Experience with issue tracking using a solution such as ServiceNow or Oracle HR Help Desk
Experience with time, scheduling and attendance modules in Workforce Software application
Experience with HR Solutions such as Oracle HCM Cloud is highly beneficial
Working Conditions:
A collaborative and innovative work environment
The opportunity to work in a global company with top class systems
Opportunities for professional growth
Full-time position
Remote from home work; consistent internet connection required; professional home office with limited background noise required; and ability to utilize webcam required