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 Contact Center Advisor 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 Contact Center Advisor is the interface between the customer and the HR, Employee Data Management and Payroll departments.
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The HR Contact Center 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 policy, 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.
Required Technical and Professional Expertise
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;
- Proactively participate in cross departmental teaming and projects;
- Follow business controls guidelines, corporate instructions and internal processes during work.
Communication:
- Language skills: Fluent/Native in writing and speaking in Spanish and 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 Expertise
- At least Bachelor's degree preferred