Agent Operations, HR Experience

This is a fully remote position, open to applicants in Egypt.

📋 Description

• Deliver operational HR assistance for requests spanning multiple regions and time zones.

• Oversee and carry out global HR operational tasks throughout the employee life cycle, ensuring precision and compliance with internal protocols.

• Address and manage inquiries through the HR hotline and written communication channels, tackling EOR and client HR-related queries.

• Handle and process operational requests while guaranteeing timely delivery within defined SLAs.

• Act as a temporary operational backup for country HR operations in the event of coverage gaps.

• Collaborate with country owners and team leaders to ensure uninterrupted HR service delivery.

• Engage in cross-functional initiatives and operational enhancements as necessary.

• Perform other ad hoc tasks as required by the HR Experience department to support operational demands.

• Design, create, and maintain AI agents and automation workflows that facilitate HR operations at scale.

• Identify manual or repetitive HR processes and transform them into dependable, intelligent automations.

• Monitor agent performance, resolve issues, and refine processes based on data and feedback.

• Undertake additional ad hoc responsibilities as necessary by the HR Experience department to meet operational needs.

⛳️ Requirements

• At least 2+ years of experience in HR operations, HR shared services, or a comparable HR support role, with practical experience in AI and automation.

• Proficient in English and the local language.

• Willingness to work flexible shifts, including evenings, weekends, and holidays, as part of a 24/7 global support model.

• Proven experience in high-volume HR operational settings.

• Experience in a global HR environment supporting various regions or countries.

• Demonstrated capability to manage time-sensitive HR requests and operational tasks while ensuring accuracy and quality.

• Exceptional written and verbal communication skills.

• Strong organizational and prioritization abilities, with a knack for managing multiple tasks and meeting SLAs in a dynamic environment.

• Experience with HR helpdesk, HR hotline, or ticket-based support systems is highly preferred.

• Familiarity with HR systems, case management tools, or HRIS platforms.

• Strong analytical skills; ability to map processes and convert them into automated solutions.

• Must reside in the EMEA region.

🏝️ Benefits

• Opportunities for stock grants based on your role, employment status, and location.

• Additional perks and benefits tailored to your employment status and country.

• The option for remote work flexibility, including optional access to WeWork.