MT - HRO

Inviting applications for the role of Process Developer / Management Trainee- Human Resource Operation

The role is responsible for managing Call and Case Management operations to ensure efficient and high-quality employee support services. The position involves creating and maintaining call and email scripts, case handling protocols, and a comprehensive knowledge base to support consistent and accurate resolution of employee inquiries. The incumbent will provide Tier 1 HR support related to policies, systems navigation, performance management, and personal data inquiries, while escalating complex issues to appropriate teams in a timely manner.

This role also includes maintaining and updating Policy and Procedures Manuals, managing timecard tracking and approvals, and ensuring that all employee and contractor interactions are accurately documented in the case management system. The position is accountable for Call Center Quality Management, including call monitoring, feedback, and quality reporting, as well as maintaining an up-to-date knowledge base to drive Tier 0 (self-service) adoption.

The ideal candidate will possess strong communication, coordination, and process management skills to deliver a seamless employee experience while supporting continuous improvement initiatives across call center operations.

Responsibilities

1. Call & Case Management:

• Create, maintain, and update call and email scripts, case handling protocols, and knowledge base to ensure efficient service delivery.

• Develop and maintain Policy and Procedures Manuals detailing required processes for accurate service execution.

• Handle inbound employee queries related to employment policies, enrollment processes, performance management, succession planning, and personal data.

• Convert call interactions into cases in the case management system.

• Perform outbound communications per policy guidelines.

• Process Tier 1 transactions in the HCM system and provide system navigation support.

• Escalate Tier 2 and Tier 3 requests to appropriate teams and follow up on missing or incorrect information.

• Assist employees during open enrollment and generate letters or other documentation as required.

2. Relationship Management:

• Conduct day 1 and post-day 1 onboarding calls for contractors to ensure system access and onboarding completion.

• Schedule periodic check-ins to assess satisfaction, clarify policies, and address concerns.

• Field queries related to pay, time tracking, benefits eligibility, and policy clarifications.

• Liaise with suppliers, internal HR, procurement, and IT teams to resolve issues.

3. Timecard Management:

• Track and monitor timecard submissions and coordinate with contractors for missing or late submissions.

• Assist suppliers with portal/system timecard entry, navigation, and error resolution.

• Review timecards for completeness and coordinate with managers for approvals or corrections.

• Publish weekly/bi-weekly timecard status reports.

4. Knowledge Base Management:

• Develop and maintain a knowledge base for quick issue resolution and drive Tier 0 adoption.

• Ensure knowledge base content is updated and accessible, reflecting policy changes.

5. Call Center Quality Management:

• Monitor calls and cases, perform quality reviews, and provide monthly quality summary reports.

• Provide feedback to call center analysts in line with quality standards.

• Recommend improvements to call/case quality and implement approved changes.

• Ensure compliance with established quality assurance procedures.

Qualifications we seek in you!

Minimum Qualification

.Bachelor's degree in HR, Business Administration, or related field.

.Strong knowledge of HR policies, HR systems (HCM), and timecard management.

.Excellent written and verbal communication skills.

.Strong problem-solving and relationship management skills

.Attention to detail with ability to maintain process documentation and knowledge bases.

.Experience with quality monitoring and performance metrics in a call center environment.