HR Contact Center Representative

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

📋 Description

• Act as the main point of contact for managing and addressing employee inquiries and concerns.

• Manage daily incoming calls and chats to assess employee needs.

• Address inquiries by utilizing contact center protocols, policy guidelines, knowledge management systems, and reference materials.

• Record inquiries and issues within the contact center case management tool, such as ServiceNow.

• Refer inquiries to Functional Specialists when specialized knowledge is necessary.

• Inform relevant team members when updates to the knowledge base are required.

• Recognize unusual calling patterns and recurring employee issues.

• Collaborate with the Contact Center Supervisor or Operations Manager to propose enhancements to processes, procedures, and training.

• Recommend strategies to update, streamline, or improve processes, procedures, and technologies.

• Engage in special projects as needed.

• Carry out additional responsibilities as assigned.

⛳️ Requirements

• Bilingual in Spanish is preferred.

• Work hours are from 10:30 AM to 7:00 PM CST.

• A high school diploma or GED is required.

• An Associate's degree or equivalent level of Bachelor's education in HR or a related field is preferred.

• A minimum of 1 year of experience with case management systems like ServiceNow or Salesforce is preferred.

• At least 1 year of experience in HR, call center, or a related field is preferred.

• Excellent verbal and written communication skills.

• Ability to adjust communication style to suit various customer groups.

• Capacity to comprehend customer concerns and viewpoints.

• Strong listening abilities to offer relevant solutions.

• Must possess valid legal authorization to work in Canada.

🏝️ Benefits

• Annual bonus, commission, and/or long-term incentive plan may be available based on position level/type.

• Accommodations available upon request for candidates with disabilities.

• Opportunities for growth.

• Employee engagement and participation in a respectful, collaborative work environment.