First-Contact Resolution: Act as the primary point of contact for workforce administration inquiries via phone, chat, and e-Request, delivering swift and accurate solutions to employees and People Leaders.
Case Management & Escalation: Delegate and escalate complex queries appropriately while retaining ultimate ownership of the issue until full resolution.
Communication & Tracking: Proactively track the progress of open cases and provide continuous, transparent feedback to requestors regarding their query status.
Service Operations Support: Support the oversight of daily operations by dynamically adapting to shifting service demands (e.g., fluctuations in call volumes, chat queues, and staff absences).
Knowledge Management: Actively contribute to improving the internal Knowledge Base and Case Management content based on real-time insights and experience.
Continuous Improvement: Engage in and drive continuous improvement initiatives to optimize work practices, improve efficiency, and reduce overall inquiry volumes.
Experience: Full proficiency gained through job-related training and considerable on-the-job experience in HR Operations or Shared Services.
