CPS Contact Center Senior Specialist
Core
Managing and resolving employee and external HR requests and queries via chat, email, and outbound call channels.
Role type
Senior IC HR contact center specialist
Builds
HR service delivery and employee support
Domain
Human Resources / Customer Service
Deliverable
dashboards & analysis
Required skills
HR background, customer service, analytical problem-solving, process documentation, quality auditing, data reporting, new hire training, stakeholder management, SLA adherence
Preferred skills
ServiceNow, Workday
Responsibilities
Handle people services requests at initial point of contact, report trends on employee concerns, coordinate exceptions and triage, educate employees on self-service tools, liaise with HR partners, perform warm transfers to non-HR groups, conduct quality audits, support performance monitoring, document processes.
Seniority
Senior, hands-on IC