Responsible for telephony service in both English and French languages for the employees regarding concerns, questions, complaints, and any other guide that may require following Company’s Policies and Procedures in America’s.
Give support to the HR information Systems with employee’s data, and respond to inquiries from employees, managers, Human Resources Partners and third parties, in regard to HRIS and other matters that occur during the employment life cycle.
üFeed data from into the information systems of the organization as required, and keep it updated with the internal changes that may occur during the labor relationship.
üAnswer and respond internal queries with employee’s Services protocol and service standards.May respond to emails, correspondence, web chat, telephone, etc.
and make outbound calls as assigned.
üManage escalations that, due to the level of complexity, could not be resolved at the time by the Level 1 associates, or may need to be escalated to other HR Areas depending on the situation.
üHandle routine self-audits to verify all the information.
üInitiate contact or makes referrals to the appropriate resource for situations that require specific attention.
üMake outbound and follow up calls / emails as needed on behalf of HR Shared Services Center.
üProvide assistance to employees, managers and HR Partners with time-sensitive requests.
üOrganize and participate in team coordination meetings and training sessions.
üMaintain a high level of confidentiality related to business or employee information protected by company policy and federal / state regulations.
üTechnical Degree or Similar studies in the HR Area (must)
üEquivalent experience in Shared Services Departments (plus)
üCustomer service experience in a similar environment or IT help desk is a must.
üEffective operational proficiency or advanced French Level..
üEffective operational proficiency or advanced English Level.
üWritten and verbal communication skills to provide accurate, clear and diplomatic responses to inquiries.
üResearch and analytical skills to review and / or troubleshoot routine situations.
üTechnical aptitude for navigating and instructing others on Workday processes.
üStrong skills using MS Office (Word, Excel, Outlook)
üMajority of time will be spent on feeding / reviewing the HR Information Systems and answering inquiries to employees and / or managers, and running follow ups on the same.