HR Contact Centre Advisor - Americas (French)
Context/Scope:
Workday is the new global HRMS and is due to go live for the Americas region in June 2013, the increased functionality of the Workday system for Line Managers and Employees will result in some changes in the types of activities the HR Contact Centre team undertakes.
The Contact Centre is the first contact point to all employees, line managers, HR colleagues and external customers (i.e., former employees etc.). The focus is on the quality of response and the ability to close calls to the customers’ satisfaction. Integral to this is a superior customer service offering enabled by trained and skilled Contact Centre employees and a query resolution system that ensures requests are logged and if not resolved immediately are escalated to appropriate individuals or teams. This case management ensures the query is properly documented and resolved effectively. As the first point of contact, there will be a broad and varied range of queries that are handled. Working hours are between 2 pm - 11 pm.
Purpose of Role:
Purpose of Role:
As the first contact point the contact centre specialist has a direct impact on how HR Contact Centre's customers perceive their experience. The person in this role will be dedicated to customer service and resolving queries with a high degree of quality and accuracy. They receive enquiries using the technology and documentation provided and are the link between employees/customers and the Service Centre. Contact centre employees will escalate cases or enquiries where appropriate to other specialist teams and thus must have a clear understanding of how their role impacts the rest of the Shared Service Centre and the overall reputation of the HR function.
Top accountabilities :
Top accountabilities :
- Responds to all queries through Ask first point, phone, email, and logs all details onto the query management system for Diageo Americas.
- Resolves queries re: process application, payroll, benefits, HR systems, cross-HR team execution and employee events
- Advises on Policy where there is challenge or question, provides advice on interpretation and ensures consistency of approach
- Reviews requests for various leaves of absences for Latin American Countries and determines eligibility; provides guidance for leaves of absences for North America.
- Coaches and directs callers in the use of Self Service in Workday and Mosaic/Diageo one
- Executes some basic process documentation e.g. Reference Letters /VOE (Verification of Employment)
- Provides Employee support for specific business events and changes and responds to Employee file access requests
Qualifications and Experience Required:
- Language fluency in French and English is essential (knowledge of Hungarian or Spanish would be considered an advantage)
- Strong customer-service ethic is essential
- Expert understanding of contact centre operations, systems, tools and processes
- Understands and is able to articulate answers to queries involving HR policies, procedures and practices
- Able to multi-task, is organized and efficient in order to quickly resolve queries to a high quality
- Exceptional communication skills and ability to act in a calm, rational manner while under pressure
- Able to understand and interpret a customer request accurately and provide a consistent and correct resolution
- Attention to detail
- Highly competent in the use of technology in order to provide swift clear resolutions to queries with the aptitude to quickly pick up new systems and applications
- Able to build great working relationships across the other first point teams and resolver groups
- Able to categorize and prioritize all queries effectively
- Is a role model for utilization of the HR Model and advises on self-service options available
- Is able to highlight opportunities for ways of improving processes and service delivery
Post a Comment