Consultant
The Hackett Group · Portland
A Call Center Support Agent serves as the frontline representative of a company, managing a variety of employee interactions primarily through phone calls, emails, and live chats. Their main goal is to provide exceptional customer service and resolve any time entry, HR, Payroll related issues that the employee may have.
Key Responsibilities
- Respond in a timely and professional manner to inbound calls, emails, and chat inquiries from employees and managers regarding HR policies, procedures, and systems
- Provide accurate and timely information on HR-related topics such as time entry, scheduling and absences, payroll, onboarding, performance management, and the like
- Troubleshoot and resolve issues related to HR systems and processes, escalating complex cases to higher-level support or subject matter experts as needed
- Assist with HR process improvements by identifying recurring issues and suggesting enhancements to streamline operations
- Collaborate with client team members to ensure consistent and effective service delivery
- Document and accurately track all inquiries, interactions, and resolutions in the CRM system to ensure proper follow-up and reporting
- Meet SLA and performance targets and contribute to team goals.
- Participant in continuous improvement by suggesting opportunities to improve employee experience.
Required skills/experience.
- High-proficiency verbal and written communication
- More than one year’s experience in a call center or customer service role is mandatory
- Overall exposure or knowledge in any of the following general HR processes such as time and attendance, employee concerns, onboarding, talent management, and payroll
- High-quality customer service skills
- Excellent communication and people skills
- Ability to manage stressful situations and remain calm under pressure
Recommended Specific Technical Skills
- Proficiency in using computer systems such as HR system and Microsoft Suite
- Experience with issue tracking using a solution such as ServiceNow or Oracle HR Help Desk
- Experience with time, scheduling and attendance modules in Workforce Software application
- Experience with HR Solutions such as Oracle HCM Cloud is highly beneficial
Working Conditions:
- A collaborative and innovative work environment
- The opportunity to work in a global company with top class systems
- Opportunities for professional growth
- Full-time position
- Remote from home work; consistent internet connection required; professional home office with limited background noise required; and ability to utilize webcam required
- On the job training is provided