Work Arrangement :
This role is categorized as HYBRID on NIGHT SHIFT. This means the successful candidate is expected to report to the GM Philippines office three times per week or as dictated by business needs.
The Role
The HR Services Call Handling Analyst is responsible for managing and resolving People Services cases received via calls and emails from various business units. This role serves as a key point of contact for HR Representatives, Employees, and People Leaders, ensuring timely and accurate resolution of HR-related inquiries while maintaining high service quality and compliance with established policies and procedures.
What You'll Do
- Process HR cases received via calls or emails, prioritizing based on urgency and impact.
- Monitor personal queues and aging cases to ensure timely resolution.
- Follow established processes for case documentation, issue resolution, and escalation.
- Serve as the single point of contact for HR Representatives, Employees, and People Leaders.
- Ensure adherence to service level agreements (SLAs) and escalate complex cases as needed.
- Suggest process improvements to enhance operational efficiency and service excellence.
- Maintain and update job aids and standard operating procedures (SOPs).
- Participate in project teams and contribute to system testing and performance improvement initiatives.
- Ensure compliance with global SLAs, GM corporate policies, and external regulatory requirements.
- Maintain confidentiality of employee information and perform tasks based on approved guidelines.
- Conduct peer checks and post-audit reviews of escalated issues.
- Ensure timely resolution of client issues and escalate as necessary.
Your Skills & Abilities (Required Qualifications)
- Bachelor’s degree in human resources, Business Administration, or related field.
- Experience in HR shared services or call handling environment is an advantage.
- Strong communication and interpersonal skills. Willing to receive phone inquiries for a majority of the work hours.
- Ability to manage multiple priorities in a fast-paced environment.
- Proficiency in case management tools and HR systems.
- High attention to detail and commitment to confidentiality.
- Willing to work night shift
What Will Give You A Competitive Edge (Preferred Qualifications)
- Post-graduate degree.
- Experience in a contact center or shared service environment
- Familiarity with HR compliance standards and service delivery metrics.
