Process Developer
- Genpact
- 1 - 5 years
- Hyderabad
- 24 days ago
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Job Description
Human Resources Phone Agent Role
The human resources phone agent will deliver high-quality, comprehensive support to our employees through a phone system. This position focuses on providing exceptional customer service and reliable answers to employees and people managers. The role also involves executing efficient processes to ensure consistent data and insights.
Job Responsibilities:
- Act as the initial contact for employees and people managers regarding most transactional HR needs and requests. Engage to determine the scope of need, resolve issues, direct to resources, and escalate when necessary.
- Identify opportunities for continuous improvement within the assigned scope of work. Propose solutions and ideas to enhance the efficiency of HR support for employees and people leaders.
- Support enterprise HR transactional work by improving and standardizing processes to facilitate automation where possible.
- Manage large volumes of inbound and some outbound calls promptly.
- Identify customers needs, clarify information, research issues, and provide solutions.
- Maintain confidentiality and handle sensitive information with care.
- Ensure all service level agreements are met or exceeded.
Job Requirements:
Required:
- At least one year of experience in call handling within an inbound international contact center.
- At least one year of experience in HR shared services or a solid understanding of the employee hire-to-retire lifecycle from an HR perspective (preferably US HR)
- Willingness to work complete night/graveyard shifts.
- Flexibility for rotational weekly offs and shifts.
- Availability to work five days from the office.
- High school diploma or GED equivalent.
- Excellent organizational skills with the initiative to improve processes and prioritize tasks.
- Passion for delivering world-class customer service with focused attentiveness and responsiveness to customer needs.
- Strong verbal and written communication skills.
- Proficiency in using a PC, Microsoft Office Suite, and other human capital management software.
- Reliable remote work environment with access to a secure wireless network and strong cellular service (not Wi-Fi calling) for contingency support.
Preferred:
- Experience working with ServiceNow, Workday, and/or PeopleSoft applications.
- Bilingual Spanish/English skills are preferred.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Voice / Blended - OtherEmployement Type: Full timeContact Details:
Company: GenpactLocation(s): Hyderabad
Keyskills: HRO US Process International Call Center International Voice HR BPO Inbound International Voice Process International BPO International Calling
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