Job expirat
Mission:
Performs activities in the HR Shared Service Centre (HRSSC), addressing manager/employee/HR information requests and sensitive issues, by phone, fax and/or e-mail, in a discrete, customer-focused, effective and accurate manner.
Main responsibilities:
· Responsible for end-to-end management of basic HR customer inquiries including all associated system requirements necessary to track the status of the query from in conjunction with designated Service Level Agreements
· Masters and keeps up-to-date with the catalogue of HRSSC Tier2 services (understands the scope of own service responsibilities)
· Educates customers on the availability and benefits of the ALU HR Portal (self-service)
· Routes customer inquiries outside Tier1/Tier2 scope of service to the appropriate Tier3 subject matter expert or to the appropriate non-HR organisation (e.g. Payroll/IT/..) and liaises with other ALU Shared Services Centres to provide a seamless level of service to customers
· Responsible for ensuring information entered into the call management/escalation tool is comprehensive and completed in a timely and accurate fashion
· Provides feedback to the HR Shared Service Centre manager in a structured manner (trends in customer queries/issues, non-standard customer demands, customer adoption of SSC..) and assists in improving the organizations' service delivery
· Trains other Call Centre Agents
· Performs other duties in the HRSSC when there is a business need
Experience:
3-5 years Call Center experience
Active engagement in the delivery of a broad range of HR processes to a diverse group of customers (senior managers/managers/employees)
Competencies:
· Customer First
· Decision Making
· Accountability
· Managing Execution
· Open Communication
· Teamwork
· Adaptability
· Respect
Skills & Knowledge:
· Able to work fluently in English and other languages required to support the Shared Service Centre customer base
· General Call Centre principles and practices – call tracking, escalation, issue resolution, etc.
· Data Privacy regulations specific to region being supported
· Personnel Administration and Organization Management processes
· Alcatel-Lucent business structure
· Process improvement
· HR Informatic Systems (e.g., SAP, Taleo)
· Applications: MS Excel, MS Access, MS Word, MS Outlook...
-Professional development, possibility to work in a high professional environment having high exposure to multiculturality.
-Good salary package, excellent conditions for housing loans
-Sports programs, medical care, restaurant tickets
Companie renumita din Austria, lider international in domeniul serviciilor de consultanta in resurse umane.