Summary:
The position will provide support to all employees across a breadth of functional areas, with a high degree of customer satisfaction, expertise, and timeliness. The role supports the worker life cycle from interview scheduling through end of employment. Support includes first contact case resolution utilizing the Knowledgebase and general understanding of Company&rsquos policies/programs. The role involves providing support for all inbound inquiries globally, issues, and requests from internal and external customers through several communication channels (email, phone, chat). Additionally, it ensures team targets and KPIs are met and/or exceeded and supports operational excellence and continuous improvement initiatives.
Responsibilities:
- Provide resolution for Company worker-related inquiries, external customers, and suppliers.
- Respond to customer emails, chats, and phone calls in a timely manner with a goal to resolve within first contact.
- Provide administrative support for involuntary terminations by creating separation agreements, coordinating logistics, and ensuring accurate and timely entry into the HR system of record.
- Maintain creation of newly created positions and job requisitions, ensuring SLAs are adhered to and key data elements are verified and entered into the HR system of record.
- Support the full worker life cycle, streamlining manager and HR actions by providing guidance and ensuring adherence to processes through workflows and audit requirements.
- Use case management system to document, track, and log inquiry resolutions.
- Meet or exceed individual daily productivity measures with case and call volumes.
- Work various work shifts (days and evenings) to support global case and call volumes.
- Escalate in-scope, complex cases to Subject Matter Expert or Tier 2 when appropriate, with complete documentation on work performed to date, following through on issue until adequately resolved.
- Manage confidential data in a professional manner and according to U.S HIPAA rules and Company confidentiality requirements.
- Ensure audit compliance through transaction processing and approval flows.
- Respond to systems issues and apply judgment when to escalate issues up to senior colleagues and conduct ad hoc research as needed to support team.
- Assist with the identification of process improvements and, with guidance, participate in the implementation of improvements.
- Promote worker self-service to reduce call and case volume in the future.
- Perform ongoing documentation and procedures maintenance as required.
- Complete simple to moderately complex special projects as needed.
- Resolve simple to moderately complex issues regarding inquiries, and where possible, assist with finding solutions.
- Contribute ideas and actions towards the continuous improvement of Helpdesk related processes.
- Assist with training of new hires and changing programs and business processes.
- Demonstrate comprehensive knowledge of the Knowledge Base tool, relevant data tools, and operations processes.
- Conduct stress tests for "the Knowledge Base' tool and provide feedback for system improvements.
- Provide superior customer service according to the GBSC standards.
- Operate in a professional manner that is responsive and flexible to cultural differences.
- Perform at a level that assists in attaining overall and team-level performance measures and goals.
- Plan and organize work so the Service Level Agreement objectives are realized.
- Maintain positive work relationships with members of other teams in the GBSC to communicate effectively and ensure compliance with cross-team responsibilities.
- Assist in establishing and maintaining strong, collaborative relationships with internal and external customers to identify additional ways to be of service and ensure customer satisfaction.
Requirements:
- Experience performing daily transactions exposure to analyzing work for quality, productivity, and timeliness.
- 2 -4 years of minimum relevant experience required
- Experience suggesting process improvement activities.
- Experience in shared services or internal service delivery role preferred.
Required Skills:
- A highly organized, articulate individual who knows how to develop and maintain excellent working relationships as well as providing customer satisfaction as needed.
- Ability to manage multiple tasks simultaneously acquired through previous experience in a related field.
- Strong emphasis on customer service with strong problem-solving and troubleshooting skills.
- Demonstrates a high degree of comfort navigating multi-channel communication platforms and sites.
- High level of accuracy and attention to detail.
- Work effectively in a dynamic, time-sensitive, high-volume environment.
- Ability to work with minimal supervision and is collaborative/team-oriented.
- Working knowledge and use of office productivity tools (i.e., MS Outlook, MS Word) preferred.
- Excellent MS Office Suite Skills: Excel, Word, and Outlook.
- Workday experience a plus.
#AditiConsulting
# 26-02063
