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HR Call Center Representative

3 months ago

Chicago, United States Experis Full time
Role - HR Call Center Representative
Location -Chicago IL 60606 United States

Experience Required:
  • Typically requires 2 years of experience in human resources or 5 years in customer service.
  • Ability to communicate effectively over the phone and in writing with all levels within the organization demonstrating a high level of integrity, ethics and customer service.
  • Active listening skills with the ability to ask probing questions to aid in problem solving and issue escalation.
  • Ability to work effectively in high-pressure situations that require sound decision making and may involve confidential or sensitive matters.
  • Critical thinking and multi-tasking in a high-volume environment.
  • High sense of urgency for meeting commitments and completing assignments.
  • Demonstrated knowledge and understanding of Human Resources functions within an organization
  • Ability to consistently deliver high quality customer service in a professional manner.
  • Strong computer skills, including Microsoft Office, human capital management systems, case management and knowledge management tools.
Responsible for providing consistent, high quality customer care, and service excellence to its customer base. Performs high-volume services through the HR Shared Services Center through standardized processes including administrative work, order fulfillment, and database transactions via telephone, web, facsimile, email or correspondence. Serves as an integral member of a team providing escalated Human Resources support to team members. Assists team members and managers with questions regarding Human Resources policies, practices, tools and processes. Records and tracks issues via the case management tool, tracking from initiation to resolution.
  • Responds to escalated inquiries into the Human Resources Service Center via telephone, website, or email utilizing all available tools and resources.
  • Utilizes procedures, policies, ERP, and other reference materials to assist in answering team member and manager inquiries and resolving issues.
  • Documents incoming calls using a case management tool to resolve issues within identified service level agreements.
  • Proactively escalates issues to Tier II and COE teams and HRIS team on the customer's behalf to ensure the service levels are met.
  • Upholds service level agreement metrics regarding commitments to problem resolution time frames. Abides by quality guidelines when handling customer calls.
  • Performs administrative, transactional and data/records management activities in support of Human Resources.
  • Provides assistance on navigating internal resources on self-service and Human Resources technology tools.
  • Stays abreast of changes to policies and practices in order to contribute to the timeliness of resolution.

If this is a role that interests you and you'd like to learn more, click apply now and a recruiter will be in touch with you to discuss this great opportunity. We look forward to speaking with you

About ManpowerGroup, Parent Company of:Manpower, Experis, Talent Solutions, and Jefferson Wells

ManpowerGroup® (NYSE: MAN), the leading global workforce solutions company, helps organizations transform in a fast-changing world of work by sourcing, assessing, developing, and managing the talent that enables them to win. We develop innovative solutions for hundreds of thousands of organizations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills. Our expert family of brands - Manpower, Experis, Talent Solutions, and Jefferson Wells - creates substantial value for candidates and clients across more than 75 countries and territories and has done so for over 70 years. We are recognized consistently for our diversity - as a best place to work for Women, Inclusion, Equality and Disability and in 2022 ManpowerGroup was named one of the World's Most Ethical Companies for the 13th year - all confirming our position as the brand of choice for in-demand talent.