HR Contact Center Senior Specialist at Fresenius Medical Care

Taguig, National Capital District, Philippines -

Full Time

Start Date

Immediate

Expiry Date

20 May, 26

Salary

0.0

Posted On

19 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

HR Policies, HR Processes, HR Systems, Case Management Tool, Customer Service, Communication, Problem-Solving, Analytical Thinking, Critical Thinking, Microsoft Office Suite, SAP, Workday, Dovetail, SNOW, Escalation

Industry

Hospitals and Health Care

Description

As an HR Contact Center Senior Specialist , you will play a crucial role in delivering high-quality HR support and services to our employees and clients. You will serve as the first point of contact for HR-related inquiries and provide prompt, accurate, and efficient responses to resolve various HR issues and requests. Your primary responsibilities will include: Position Responsibilities: Provides organizational support or service in routine situations and daily operations under moderate supervision. Gives regular input in support of decision-making. Initial point of contact for employees with routine HR-related inquiries and issues. Interacts with internal stakeholders within own team and may also interact with external stakeholders including clients, customers, carriers or agents. Adapts and exchanges information following standard guidelines and procedures with internal and external parties who typically have shared interests. Critical Deliverables: Under limited supervision, applies considerable HR knowledge to perform a broad range of tasks which include but are not limited to assisting executives, managers, and employees with questions regarding general HR policies, practices, processes, and systems. Works on moderately difficult assignments, requiring judgment in resolving issues and/or in making recommendations. Processes complex HR and benefits transactions and supports the auditing of information. Point of contact for employees with complex HR-related inquiries and issues. Point of contact for managers needing in-depth HR systems and process support. Adheres to established processes, procedures, and systems to resolve employee inquiries. Provides superior customer service to all employees by promptly responding to employee inquiries. Provides professional, tactful and discrete communications when handling sensitive and/or confidential information. Achieves performance measures and adheres to established customer service standards. Escalates non-routine matters to appropriate individuals or groups. Maintains records relating to employee inquiries via a case management tool. Participates in information sharing with other service center representatives. Ability to achieve pre-determined average Call Review Rating score and Case Management tickets. May aid junior staff with more complex support tasks that require a higher level of understanding of functions, as directed by immediate supervisor. May escalate issues to supervisor for resolution, as deemed necessary. Review and comply with the Code of Business Conduct and all applicable company policies and procedures, local, state, and federal laws and regulations. Assist with various projects as assigned by direct supervisor. Critical Experience: At least 3 years’ related experience. Ability to follow strict policy guidelines and recognize situations requiring call escalation. Proficiency in Microsoft Office Suite. Ability to work in a fast-paced environment. Experience working in a Shared Services environment (HR Shared Services preferred) Experience in SAP, Workday (or similar), case management tools (Dovetail or SNOW preferred) Strong problem-solving, analytical, and critical thinking skills. Excellent written and oral communication skills. Ability to work in a collaborative team environment. Willing to work in shifting schedule depending on business needs. Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area. Let’s stay connected! Joining our talent network allows us to send you new job opportunities!

Responsibilities

The specialist acts as the first point of contact for HR-related inquiries, providing prompt and accurate support to employees and clients regarding HR policies, practices, and systems. Key duties involve processing complex HR and benefits transactions, maintaining case records, and ensuring superior customer service standards are met.