Introduction
At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.
Your role and responsibilities
The HR Advisor (Contact Center) supports client employees and managers with their questions related to HR policies, tools (including portal navigation) and processes. If the inquiry cannot be resolved in the received call, chat or email, the HR Advisor is the interface between the customer and the HR, Employee Data Management (EDM) and Payroll departments.
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The HR Advisor performs the above activities in the required language for the designated country or countries as per management requirements.
Contact Center responsibilities:
- Handle telephone calls, e-mail and chat queries;
- Communicate effectively to the customers on HR policies, processes and tools;
- Take ownership of the resolution of callers' issues, giving guidance and solving problems at the first point of contact whenever possible and within the target response time. Escalate issues to designated next level experts as per process;
- Log and track inquiries to resolution following workplace processes and guidelines;
- Work as a member of a team to minimize customer wait times, maximize customer satisfaction and response accuracy;
- Forward inquiries to Employee Data Management and Payroll Teams as per documented procedure (DTP) in timely and accurate manner according to the Service Level Agreements (SLA);
- Comply with tracking/administration requirements in relevant systems and repositories;
- Proactively identify trends and areas for improvement (including DTP gaps or obsolete information) and suggest resolution to management/ experts (SME);
- Contribute to process/DTP updates;
- Perform and document quality checks as documented and required by management.
General requirements:
- Ensure teamwork and knowledge management by sharing information with colleagues and country process teams;
- Alert management regarding out of scope requests, client escalations, complaints and potential SLA misses;
- Ensure productivity and high level occupancy;
- Inform your management about any relevant increase/decrease of workload;
- Perform additional administrative tasks, EDM activities (in case of business need) as per management requirement;
- Proactively participate in cross departmental teaming and projects;
- Follow business controls guidelines, corporate instructions and internal processes during work.
Required education
Bachelor's Degree
Required technical and professional expertise
Communication:
- Language skills: Fluent/Native in writing and speaking in the language of the supported country as well as in English.
Computer literacy:
- MS Office, Mozilla Firefox
Adaptability:
- Ability to work under pressure
- Punctuality
- Quickly think of new approaches and solutions in response to changing demands
- Adjust plans, goals and priorities to deal with changing situations
Client Focus:
- Understand the client's organization, business objectives and environment
- Recommend solutions that meet the client's needs and objectives
- Respond to cases and ad hoc/official requests included in the processes quickly, completely and accurately
Problem Solving:
- Excellent analytical and organizational skills
- Accuracy and attention to details
- Identify alternative solutions to address problems or issues
- Suggest improvements to procedures and processes that enhance quality and efficiency
Teamwork & Collaboration:
- Work well with people whose background, culture, language or work style differs from one's own
- Demonstrate flexibility in dealing with others in order to achieve win-win solutions
Preferred technical and professional experience
Bachelor's degree preferred
ABOUT BUSINESS UNIT
IBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients' businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.
YOUR LIFE @ IBM
In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?
ABOUT IBM
IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
OTHER RELEVANT JOB DETAILS
IBM wants you to bring your whole self to work and for you this might mean the ability to work flexibly. If you are interested in a flexible working pattern, please talk to our recruitment team to find out if this is possible in the current working environment.