US Health & Benefits, US Payroll (Voice Support)- Night Shift- Pune

Senior

Who is flexible to work in night shifts - Eastern Standard Time (EST) and Pacific Standard Time (PST) time zones.

Job Summary-

The UKG Employee Engagement Center is responsible for building strong working relationships with our customers by assisting their employees with their health and welfare benefits and payroll inquiries. We are looking for a Human Resources Services Coordinator to deliver an exceptional and effortless experience to employees by answering questions in an inbound call center environment.

With this position, you will have the opportunity to enter a career where you:

• Enhance your customer service and account management skills
• Support a Cloud-Based Enterprise application
• Become an authority at solving payroll, benefits and HR-related issues
• Work with a highly engaged and collaborative team The job entails playing a critical role in supporting end users of our award-winning UKG Pro Payroll and Benefits solutions within a team environment. You will be providing in-depth analysis and timely resolutions or workarounds for employee needs. This role requires sharp analysis, problem determination, and troubleshooting skills.

Key Responsibilities

• Provide stellar support to our customer base using a variety of platforms including inbound phone calls, email, remote session, and CRM case management system with focus on CSAT and OSAT metrics • Provide exceptional support for payroll, benefits, and garnishment inquiries with a proactive, customer-first approach.
• Navigate UKG Pro systems to research and resolve highly complex payroll and benefits issues.
• Apply advanced root cause analysis and escalate when appropriate.
• Identify and lead process improvement opportunities, contributing to innovation and efficiency projects.
• Build strong relationships across internal teams and collaborate to ensure seamless HR service delivery
• Mentor and train junior team members, promoting knowledge sharing and team development.
• Demonstrate considerable autonomy in managing tasks and making informed decisions.

Required Qualifications

• Bachelors degree in Business, HR, or related field.
• Minimum of 5 years of relevant experience in US HRO, Payroll, Benefits customer service/support teams
• Fundamentals of Payroll Certification

Preferred

• Strong verbal and written communication skills with demonstrated ability to communicate effectively
• Ability to set and manage customer expectations
• Effective collaboration and time management skills when presented with multiple tasks
• Experience in handling difficult or sensitive situations in a professional, timely, and thorough manner
• Highly motivated and team oriented
• Possess high degree of technical skills that can be applied to perform tasks effectively
• Detail oriented, exhibiting strong organizational, problem-solving, and analytical skills
• Understands priorities and what is most important to both internal and external customers
• Must be coachable and willing to learn • Superior interpersonal skills with the ability to work with various types of customers
• Great listener while showing attentiveness, flexibility, patience, and empathy
• Flexible to work in night shifts - Eastern Standard Time (EST) and Pacific Standard Time (PST) time zones