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Job Description Summary
Responsible for telephony service in both English and Portuguese 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.
Feed 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.
Answer 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.
Manage 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.
Handle routine self-audits to verify all the information.
Initiate contact or makes referrals to the appropriate resource for situations that require specific attention.
Make outbound and follow up calls / emails as needed on behalf of HR Shared Services Center.
Provide assistance to employees, managers and HR Partners with time-sensitive requests.
Organize and participate in team coordination meetings and training sessions.
Maintain a high level of confidentiality related to business or employee information protected by company policy and federal / state regulations.
Technical Degree or Similar studies in the HR Area (must)
Equivalent experience in Shared Services Departments (plus)
Customer service experience in a similar environment or IT help desk is a must.
Effective operational proficiency or advanced Portuguese Level.
Effective operational proficiency or advanced English Level.
Written and verbal communication skills to provide accurate, clear and diplomatic responses to inquiries.
Research and analytical skills to review and / or troubleshoot routine situations.
Technical aptitude for navigating and instructing others on Workday processes.
Strong skills using MS Office (Word, Excel, Outlook)
Majority 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.
Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.