HR Contact Centre Representative

Job Description:

The HR Contact Centre Representative is primarily responsible in providing professional service to external/internal customers contacting Manulife AskHR either via call or written cases through MFCentral AskHR Portal. HR Contact Centre Representative supports general inquiries on HR policies, HR systems, Payroll & Compensation, Learning Programs, Performance Management, Recruitment, etc.

Key Accountabilities:

• Handle employee questions and requests received via call, email, or written cases efficiently and accurately
• Strive to achieve first call/contact resolution in all interaction
• Educate employees at every opportunity on rationale behind Manulife’s Policies and HR self-service tools (e.g. Workday)
• Document and track significant caller discussions for future reference 
• Own each AskHR cases and resolve or negotiate “win-win” solutions on behalf of HR/Manulife
• Take a proactive role in identifying and reporting areas of continuing client concern (AskHR inquiry trends)
• Identify and escalate exceptions with recommendations to appropriate resource
• Participate in a strong collaborative team that aims to providing excellent customer service
• Keep current with company policies and procedures to provide accurate employee advice
• Liaise with HR Partners or HR Operations Tier 1B to resolve employee concerns if necessary

Qualifications:

• Graduate of any Bachelor’s Degree, HR related course is an advantage
• Preferably with previous related-work experience in HR or call center industry
• Ability to converse effectively using the English language
• Ability to compose a grammatically correct, clear, and concise paragraph/emails
• Ability to multi-task and navigate multiple applications at the same time
• Ability to support employees working in day shift
• For internal applicants, must have at least one-year tenure in their current position. They must also meet job expectations and pass all performance metrics in his/her current unit. Recent performance rating must be at least "Effective"

Required Skills:

• Computer Literate
• HR Policies Knowledge
• Client Relationship Management
• International Business and Multicultural Skills