EY - HR Contact Center/HR Service Center Analyst/Sr Analyst/Consultant

HR Associate/Analyst

Job Role / Position with EYs Client :

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Key Responsibilities:

Total Experience: 0 - 3 Years

Mandatory Skill: Voice Process, US background, HR

Looking for Immediate joiners

Job Summary:

The primary purpose of this role is to act as the first point of contact for associates, including managers, and non-associates contacting the HR service center. Answers general questions regarding portal navigation and HR/Payroll policies and procedures, referring to an online knowledge base for information and guidance. Perform administrative tasks in support of service center processes. Uses a case management tool for tracking requests and may transfer or escalate them to other service center parties if the issue cannot be resolved within the contact center.

Key Responsibilities

• Serve as a first point-of-contact through telephonic, electronic (case, text, chat), interaction channels for current and former Companys employees, regarding questions related to portal navigation and HR/ Payroll policies and procedures.
• Answers general questions regarding portal navigation and HR/Payroll policies and procedures, referring to an online knowledge base for information and guidance.
• Uses a case management tool for recording and administering requests and may assist other service center employees with opening, recording, processing, or closing cases in the tool.
• May seek guidance or transfer more complex and/or confidential inquiries/requests to the Supervisor or Manager.
• Assure information is complete, accurate, and approved by appropriate superior.
• Perform intake, sorting, tracking, and distribution for documents that arrive at the service center for processing (e.g., mail) and other duties as assigned.
• May assist with basic transactions as assigned according to proper procedure, policy, and direction.
• Assist Senior Representatives, Supervisors and Managers with day-to-day execution of duties and support the team regarding proper procedures, policies, and requirements.
• Assist the HR supervisor with establishing and improving upon defined HR procedures and processing methods to efficiently and accurately meet production and performance goals.
• Monitor and evaluate HR transaction work flow and volume in order to meet individual and overall production and performance goals.

Qualifications & Qualities:

• Bachelors degree, candidates with required skills and certification in data analysis will be preferred.
• 0 to 3 years of experience in HR Contact Center/HR Service Center.
• Hands on experience with CRM & ERP tools, preferably ServiceNow/Salesforce/Workday/PeopleSoft etc.

• Strong verbal and written communication and interpersonal skills to create positive customer experience..

• Customer service centric mind set, placing the user at the heart of the solution.
• Well-versed with Service Level Agreements.
• Able to multi-task and respond quickly, effectively, and accurately to the challenges faced.