HR Contact Centre Associate

Job Category: Work From Home –  Full Time (Temporary)

Advertised On: 8th  August 2022

This is a seasonal position with an anticipated assignment of 6-7 months, subject to business needs

Job Description:

• Serve as the first point of contact for leave, disability, and accommodation related questions
• Take ownership of employee contacts ensuring that each contact is accepted and resolved with a high degree of customer focus
• Resolve queries by referring to documentation such as frequently asked questions and standard operating procedures and escalate when these cannot be resolved
• Build customer trust through empathetic personalized conversations
• Receive queries via phone and log contacts into the shared service case management system
• Work closely with partner teams to keep up to date on process changes, partner for quick resolution of cross-functional issues, and consult to improve processes
• Have the flexibility to work a variable shift between 5:00 PM IST- 8:30 AM IST Sundays to Saturdays, subject to business needs

Basic Qualifications:

• Bachelor’s degree; Master’s degree a plus
• 1+ years of contact centre, customer service, human resources or equivalent experience
• Proven ability using Microsoft Office skills and other computer or internet based programs
• Demonstrated proficiency handling customer contacts, queries and resolutions
• Proven ability to manage customer contacts in a fast paced environment
• Proven ability to adjust to constantly changing workloads
• Proven ability to follow existing processes with high attention to detail
• Proficient in English, both verbal and written

Preferred Qualifications:

• 2+ years of Contact Centre, Customer Service, Human Resources or equivalent experience
• Basic US legislation Leave of Absence and Accommodations knowledge
• Previous experience working with Salesforce or similar programs
• 1 year of Leave and/or Accommodations experience, to include: previous work in a leave of absence and/or disability claim management role, with experience using case management systems, reviewing cases for eligibility, determining the appropriate leave and/or disability pay benefits that apply to a specific situation, and establishing/executing a case management plan
• Knowledge of US federal and state leave and disability laws
• Previous HR experience
• Proven ability to manage customer contacts in a fast paced environment
• Proven ability to adjust to constantly changing workloads
• Proven ability to follow existing processes with high attention to detail

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