• Location:
  • Salary:
  • Job type:
  • Posted:
    1 week ago
  • Category:
    Business & Information
  • Deadline:
    October 1, 2021
  • Job Level:


• Resolve inquiries on associate pay, benefits, company policies and other HR areas
• Provide detailed documentation on each call using case management system
• Actively listen to caller inquiry to ensure appropriate resolution
• Utilize available resources (i.e. knowledgebase, HRMS system, company intranet) to determine the most accurate response to caller
• Interpret policy and explain procedures
• Coordinate with SME’s and escalate customer requirement and issues as per requirement.
• Handle associate profile changes, i.e. address and tax changes, etc.
• Fair knowledge of US Benefits Administrations, Verification of Employment (Labor and employee relations, regulatory compliance & employee engagement), Tax form administration, Rewards and recognitions
• Handle Hire to Retire queries on an ongoing basis
• Respond to escalated issues from associates, HR professionals, and HR managers
• Train and develop team members
• Provide both positive and negative feedback to team members
• Create developmental plans for each team member
• Recognize and reward quality performance and diversity
• Additional task as assigned
• Take measures of crisis management to control all effects that may arise from employee problems and complaints to avoid escalation
• Develop several strategies to tackle issues to have a backup plan where a particular strategy might not be effective • Review and remove bottlenecks hampering delivery of employee query service
Educational Background & Skills
• Graduate in any stream (business or technical discipline preferred)
• Administer effective frontline line desk assistance to Employees where inquiries are beyond the knowledge of the help desk team members
• Knowledge/understanding of Company policies across all business formats
• Excellent written and oral communication skills
• Problem solving ability
• Strong communication skills across various levels of the organization
• Detail oriented
• Strong analytical skills
• Ability to take escalation calls both inbound and outbound calls
• Results and deadline driven
4 – 5 year of Help desk experience preferably in HR domain