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