Senior Contact Center Advisor

Job Purpose

• Be knowledge expert of Contact Center to drive Employee/Manager inquires’ 1st resolve and ensure achieve SLA
• Be super user & process owner of case management system to support further streamline & optimization
• Deal with complicated request/inquiries from HR/Manager, follow-up with escalate cases to People Services Back-support team & COEs and communicate total solution effectively
• Support Contact Center monthly reporting & analysis
• Support and execute People Services communication via various channels ( e.g. e-mail newsletter or WeChat)  to reduce employee inquiries
• Support team lead to cultivate continuous improvement culture for team and lead People Services project to ensure successful project delivery

Key Accountabilities

• Drive Employee/Manager inquires’ 1st resolve and ensure achieve SLA
• Diagnose and resolve complex cases from HR, line manager through channels of hotline / public email and case management systems, follow-up with escalate cases to People Services Back-support team & COEs and communicate total solution effectively
• Act as Super user of case management system, conduct monthly case report, analysis, and identify gaps/issues for continuous improvement
• Facilitate knowledge transfer & best practice sharing within Contact Center team and keep update the internal knowledge management system
• Participate in various HR projects and execute assigned project activities

Experience

• 5+ years HR Generalist experience in big multinational company, HR knowledge including national labor law, HR policies & processes etc.; HR SSC experience is preferable
• Quick learner, good listening & communication skills, mature interpersonal skills including conflict resolution
• Attention to detail and good follow-up ability to handle multi-tasks, work effectively & remain calm under pressure
• Self-motivated, high sense of accountability, team player, passionate to enhance customer satisfaction
• Fluent written English, fluent verbal English is preferred