CPS Contact Center Senior Specialist

CPS Contact Center Senior Specialist

This role is primarily accountable in managing and resolving employee & external requests and queries related to Human Resources via variety of channels (chat, email, and outbound call) within the defined service standards.

Senior Specialist/Process SME Responsibilities:

• Green service support

• Peer coaching

• Performance monitoring support

• Process documentation support

• Quality audits

• Data reporting and analysis

• Project monitoring support

• Customer and stakeholder management

• New hire training

• Process / country point-of-contact

• Pillar engagement

BAU Responsibilities:

• Promptly and accurately handle people services requests at initial point of contact

• Proactively report any trends on employee concerns / requests

• Identify and coordinate exceptions, provide recommendation and triage to appropriate resources or groups

• Provide education to employees on the self-service tools and guides of HR

• Proactively take part in building a collaborative team and good client working relationships

• Deliver excellent customer experience and quality service

• Keep current with HR policies, procedures, programs and systems

• Meet accuracy and service excellence SLAs and metrics

• Liase with HR Partners to resolve employee concerns, if necessary

• Perform warm transfers to other non-HR groups, if necessary

Key Capabilities/Experience:

• College graduate

• Customer service skills and background (with HR background is a plus)

• Analytical and problem-solving skills

• Ability to build positive relationship at work and with customers

• Able to represent the ING core values and way of working

• Commitment to achieving high levels of service excellence and able to work independently or within a team or under minimal supervision

• Good knowledge on customer service best practices, concepts, and procedures

Minimum Qualifications:

• Excellent communication skills (verbal and written) in English

• Analytical and problem-solving skills

• Highly organized and able to prioritize in a fast-paced and multi-tasking environment

• High attention to details

• Resourceful

• Working knowledge on the use of Service Now and Workday is a plus

Challenges:

• Manage highly confidential information in a professional manner

• Ability to deal with various customers in terms of rank and behavior.

• Able to deliver difficult messages

• Able to carry out confidence during uncertainties / unfamiliar expectations

• Good time management to handle fast paced, multi-tasking and number driven work environment

• Quick to adapt and learn while meeting service delivery expectations