Solution Center HR Advisor

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Position Purpose

In this role, you will join a fast-paced Human Resources team serving employees, managers and HR colleagues for the Americas region. We are looking for team members who enjoy helping employees find answers to their HR related questions and have a strong interest in improving how HR delivers.  A successful team member will be very detail oriented, possess a problem-solving mindset and a keen interest in improving existing processes.

Role Description

• Provide accurate and timely responses to inquiries from employees, managers and HR business partners regarding HR programs, policies, processes and systems
• Resolve inquiries through ServiceNow case management system and via telephony system, striving for first contact resolution
• Leverage HR knowledge base to provide consistent customer service
• Redirect/escalate inquiries as appropriate within Global People Services, to HR business partners, Communities of Expertise, or outside of HR (Payroll/Digital)
• Actively build and develop the HR knowledge base to help employees, managers & HR business partners find answers via self-service
• Participate in continuous improvement projects to improve employee experience and enhance efficiency
• Apply sound judgement and discretion with sensitive information

Skills and experience:

• Bachelor’s degree (or equivalent experience) with 2+ years of experience in Human Resources field
• Bilingual/native proficiency in Spanish & English; limited proficiency in Portuguese or French is a plus.
• Demonstrated experience in issue identification and escalation
• Experience communicating through various intake channels
• Experience understanding and meeting Key Performance Indicators (KPIs)
• Previous contact center experience preferred
• Strong customer service orientation while maintaining a high level of integrity and confidentially
• Familiarity with and understanding of HR policies and procedures
• Experience with HR and case management systems
• Ability to assist others in understanding new processes and influence them to try new ways of working
• Strong troubleshooting skills, with the ability to work in a high-pressure team environment, handling multiple tasks and reacting quickly to problems and issues.

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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