CPS Contact Center Specialist
Core
First-line HR support specialist handling employee, candidate, and former employee inquiries via chat, email, and case management channels.
Role type
HR Contact Center Specialist (Tier 1)
Builds
HR support workflows and employee experience solutions
Domain
Human Resources / Customer Service
Deliverable
client delivery
Required skills
Customer service orientation, written and verbal communication, problem-solving, critical thinking, stakeholder management, process adherence, risk awareness
Preferred skills
Adaptability, proactive thinking, continuous learning, ownership
Technologies
Chat platforms, email systems, case management tools, HR knowledge base
Responsibilities
Respond to employee and candidate inquiries; triage and route transactions to Tier 2; escalate complex inquiries; maintain HR knowledge base; identify workflow improvement opportunities; report data privacy concerns.
Seniority
Individual Contributor, Entry to Mid-level
