HR Contact Center Representative

A Few Words About Us
Integrated Resources, Inc is a premier staffing firm recognized as one of the tri-states most well-respected professional specialty firms. IRI has built its reputation on excellent service and integrity since its inception in 1996. Our mission centers on delivering only the best quality talent, the first time and every time. We provide quality resources in four specialty areas: Information Technology (IT), Clinical Research, Rehabilitation Therapy and Nursing.

Responsibilities 

• Inquiry Management.

• Own the employee relationship as primary contact for employee/customer inquiries concerning HR-related programs, policies and tools; provide consistent and fair responses 

• Utilize Knowledge Base to manage all inquiries that can be resolved during phone call or that require basic investigation to provide resolution; proactively utilize all resources available 

• Complete necessary research to advance inquiries that are complex or have individual focus to next level of HR or identified SME 

• Manage all supported channels (phone, email, employee self-service portal, postal mail, fax) 

• Utilize case management skills to ensure timely responses and ensure achievement of internal service level agreements 

• Document interactions accurately and completely using tools and resources available 

• Support maintenance of HR information on client’s intranet and drive employee usage of self service solutions and intranet as a key resource 

• Collaborate with other global HR Service Advisors to identify and drive improvement of service delivery 

• Generate reports and communications to HR and other personnel as needed 

• Establish positive relationships throughout HR and with process partners 

• Identify and support enhancements of processes to improve effectiveness and efficiency 

Participates in various HR projects and initiatives while working collaboratively with other team members (15%) 

• Support projects as assigned 

• Ensure completion of activities on time 

• Escalate issues/concerns pro-actively 

Education and Experience Requirements 

• Bachelor degree is required 

• Minimum of 2 years related work experience in an HR or customer service role; previous experience working within an HR function is strongly preferred

• Bi-lingual experience preferred; in addition to English, demonstrated ability to speak and write at least one of the following languages: Spanish, German and/or French. 

• Experience working in a matrix organization. 

• Strong technology skills. Ability to quickly learn and work in a cloud-based solution. 

• Ability to work in HRIS systems; SAP or Workday experience is a plus, but not required. 

• Demonstrated ability to use Microsoft Office products is required (Word, Excel, Outlook, PowerPoint, SharePoint, etc.). 

• Ability to use Salesforce.com cloud solution is a plus, but not required. 

Key Skills, Abilities, and Competencies 

• Ability to work in a fast-paced environment with constant deadlines and time constraints; open to an environment where things change constantly 

• Demonstrated strong interpersonal, verbal (phone) and written communication, as well as active listening skills to handle a volume of inbound inquiries from employees/customers; position continually requires demonstrated poise, tact and diplomacy 

• Analytical, strong focus on high quality output

• Flexible, able to prioritize activities and multi-task in order to meet goals and deadlines 

• Ability to handle confidential information and issues effectively and without breach of confidentiality 

• Works well under very general supervision 

• Able to work independently, but collaborate as part of a global team 

• Able to interact with all levels of employees

Complexity and Problem Solving 

• Decision making within defined process.

For more information contact me at 732-429-1647