Job expirat
Receive and log enquiries received through phone and e-mail into Case Management tool.
Provide Tier-1 resolution for incoming enquiries, escalate cases to Tier-2 team according to the defined process and procedure if enquiries cannot be resolved at Tier-1.
Work closely with Tier-2 team to resolve complex enquiries and to communicate resolution back to the client as appropriate.
Investigate, analyze and resolve enquiries with meeting defined SLAs.
Track and monitor enquiries to ensure all enquires are being followed up and closed in timely manner.
Ensure delivery meets center, team and individual KPIs.
Adhere to defined policies, processes, procedures, work schedule and tasks.
Responsible for end –to-end management of basic HR customer inquiries.
Escalates complex cases
Bachelor’s Degree preferably in Human Resource / Computer Science or related discipline.
Minimum 3 years of Human Resource or Call Center work experience, ideally gained from a Shared Service Center.
Good customer handling and communication skills.
Good problem analysis and solving skills.
Good organizational skill, attention to details and is tenacious with follow-ups.
Speak and write good English.
Experience in leading complex project implementation work
Ability to work under tight deadlines managing multiple tasks
Demonstrates analytical skills, is a self-starter and can operate with direction from senior team members
Ability to document client business requirement documents
Advanced understanding of client HR policies and procedures and provides advice and counsel
Demonstrated experience with selection of the best option to solve the needs of the client (using tools such as Voice of the Customer, Benefit/Effort matrix, etc)
Ability to identify process improvement areas
Demonstrated ability to create deployment or "swim lane" process maps
Active engagement in the delivery of a broad range of HR processes to a diverse group of customers (senior managers/ managers/ employees)
General Call Center principles and practices- call tracking, escalation path, issue resolution (represent a plus)
Adecco is the global leader in Human Resources services. Registered in Switzerland, and managed by a multinational team with expertise in markets spanning the globe, the Adecco Group delivers an unparalleled range of flexible staffing and career resources to clients and associates. Adecco was created in 1996, following the merger of Adia (Switzerland) and Ecco (France), two leading personnel service firms with complementary geographical profiles.
Our vision: "better work, better life". We inspire individuals and organizations to create greater efficiencies, effectiveness, and choice in the domain of work, for the benefit of all stakeholders. As the world's largest employment services group, a business that positively impacts millions of people every year, we are conscious of our global role.
ADECCO RESURSE UMANE este lider mondial in servicii de recrutare si selectie de personal.
