HR Contact Center Specialist - Polish Language

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Angajator: Prohuman
Domeniu:
  • Customer support - Client service
  • Resurse Umane - Psihologie
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • BUCURESTI
  • Actualizat la: 26.05.2016
    Remote work: On-site
    Scurta descriere a companiei

    With over 25 years of experience on the Romanian HR market, PROHUMAN APT (former APT Resources & Services) is the one of the biggest players in the industry, a force concentration evenly deployed across different specialties. Having approximate 4000 employees (mostly higher educated) in BPO and temporary work assignments, as of 2021, PROHUMAN APT ranks in the Top 3 HR providers in Romania.

    Cerinte

    Our client is one of the leading companies in the tobacco industry worldwide.
    Provides generalist HR advice and guidance on HR policies, processes and general queries, acting as the first point of contact for company employees where self-service is either unavailable or where the query cannot be resolved through the self-service channels available.

    Requirements:
    - At least 1 year of experience in a contact center environment or queue management;
    - Advanced in English and Polish languages;
    - Experience with MS Office tools and data manipulation tools, Excel or other database, etc.;
    - Excellent verbal and written communications across different audiences and channels;
    - Knowledge of the payroll cycles and basic rules;
    - Knowledge of sourcing, selection and assessment processes and tools used within company;
    - User knowledge of SuccessFactors – Employee Central and enabling technologies (Case Management System, Knowledge Management System, OpenText);
    - Problem solving skills.

    Responsabilitati

    Responsibilities:
    - Is responsible for processing HR administration activities using the reference materials available across a range of specialisms, supporting direct customer facing queries;
    - Flexes time between query resolution and transactions execution where demand and service fluctuates, whilst recognising where escalation of cases is required;
    - Delivers a consistently excellent customer experience in HR query resolution in line with the culture and aspiration of the HR Shared Services organisation;
    - Serves as first point of contact responsible for the accurate resolution of HR queries from both internal and external customers across all channels. Responds to requests routed to HR Shared Services via available channels using HR knowledge base, standard operating procedures and other reference materials;
    - Collects and verifies supporting documentation from employees and line managers in order to initiate / complete HR transactions;
    - Analyses customer requests and determines where queries require specialist support or escalation to appropriate parties;
    - Executes administrative and transactional processes across the scope of service provided, using online tools, systems and applications. Some of the performed transactions may be: Validation of personal data change requests where legally required; Personal data changes for employees with no access to self-service; Initiation of work data changes; Support for employee movement activities – e.g. completing off boarding checklists and generation of related documentation; Maintenance of employee personnel files as per retention policies; Scheduling/cancelation of training courses and subsequent notification of employees and line managers;
    - Coaches employees and line managers in solving transactions using self-service functionalities, including the redirection to appropriate sources of information to improve Tier 0 resolution rate;
    - Monitors own performance against service standards, established SLAs and KPIs, to ensure that a professional, efficient and quality service is consistently provided to customers;
    - Is accountable for maintaining systems and procedural knowledge to ensure accurate advice is provided to customers, whilst identifying opportunities for improvement across HR policies, processes and knowledge management tools.

    Job Code: 250416ELP

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