Descrição
• Deliver excellent customer experience in Human Resource Services query resolution aligned to People Services service centers’ culture and aspirations
• Focus on system process with high attention to detail and 100% accuracy in all deliverables
• Acts as a reliable, responsive point of contact for employees and other stakeholders, while maintaining effective communications and follow-through
• Responsible for query resolution by utilizing tools, desk procedures and any other reference material that may exist as a knowledge base
• Strictly follows established processes for case management and issue resolution, including logging and documenting all inquiries into the case management tool
• Responsible for monitoring tasks before due date to avoid delays in the process
• Adheres to established regulations, processes, procedures, plans and systems
• Prepares daily required reports to monitor priorities for the day
• Maintain and update process documents/ desktop procedures
• Ensures high-quality standards for all activities, initiatives, and tasks
• Adheres to all Service Level Agreements (SLAs) established by the Shared Services Center for Case Management
• Maintains confidentiality of department and employee information according to established practice
• Knows, understands, incorporates and demonstrates the vision and values of General Motors in behaviors, practices and decisions
• Responsible for query resolution by utilizing tools, desk procedures and any other reference material that may exist as a knowledge base
• Strictly follows established processes for case management and issue resolution, including logging and documenting all inquiries into the case management tool
• Responsible for monitoring tasks before due date to avoid delays in the process
• Adheres to established regulations, processes, procedures, plans and systems
• Prepares daily required reports to monitor priorities for the day
• Maintain and update process documents/ desktop procedures
• Ensures high-quality standards for all activities, initiatives, and tasks
• Adheres to all Service Level Agreements (SLAs) established by the Shared Services Center for Case Management
• Maintains confidentiality of department and employee information according to established practice
• Knows, understands, incorporates and demonstrates the vision and values of General Motors in behaviors, practices and decisions
Additional Description
Qualifications
• At least 1-year experience taking in calls in a BPO/ RPO/ Shared Services set up
• Experience with customer support: customer interactions, addressing escalations
• Experience working in HR or Recruitment is a plus but not required
• Experience working with HRBP, Hiring Managers and Recruiters is a plus but not required
• Good communication skills is a plus but not required (as long as that candidate can converse)
• Ability to handle multiple tasks, meet established deadlines and, with composure, work in a face paced work environment
• The role requires attention to detail, using judgment, data analysis, experience, knowledge and independent thinking abilities
• Willingness working in fast-moving, dynamic working environment
• Ability to organize and prioritize workload
• Can manage stressful situations without affecting work and relationship with Lead/ Colleagues
• Amenable working on night shift
• Bachelor’s Degree
• Performs Adhoc tasks as necessary
• Willingness to be cross trained to different departments
• Good quantitative and analytical skills
• Creative problem-solving skills
• Strong collaboration and teamwork skills
• Duties, responsibilities and activities may change at any time with or without notice
Shift: Night (7:00 PM to 4:00 AM or 8:00 PM to 4:00 AM)