This role is primarily responsible to provide routine transactional support on HR Contact Center services and processes to ensure accurate processing of basic employee requests regarding HR system via tickets in compliance with internal and external regulations, service level agreements, processes, and procedures.
- Perform assigned contact center services transactions by following standard methodologies to resolve HR systems-related tickets.
- Processes repetitive and similar cases (individual/bulk).
- Escalates complex HR systems transaction teams or process leads for support.
- Perform standard systems guidance and walkthrough as needed.
- Update the contact center ticketing system for assigned transactions.
- Works on BPAA transactions
- Escalate identified issues and concerns to the Team Lead for timely resolution.
- Maintain the SOP/DTP of current processes and incorporate documentation updates as required.
- Perform multiple routine tasks in compliance with service level agreements, process, policies, and procedures.
- Gather information and documentation to assist in investigating and in resolving issues within the assigned process.
- Administer other ad-hoc tasks assigned.
