Country:
Brazil Location:
LOC6033: Av. Doutor Cardoso de Melo, 1855, CJ 82, São Paulo, SÃO PAULO, 04548-005 BrazilIn 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 Service Now case management system and via telephony system, striving for first contact resolution
• Leverage HR knowledge base to provide consistent customer service
• Assign inquiries to colleagues for resolution
• 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
• Provide input to the development of Workday & Service Now enhancements to improve employee experience
• Update business processes and process documentation to ensure accuracy, relevance and consistency.
• Document new processes and or update missing steps in process documents, as needed.
• Provide guidance and mentorship to Tier 1 HR Advisor to manage intake and resolution of inquiries

Minimum Requirements

• Bachelor’s degree (or equivalent experience) with 3+ years of experience in Human Resources field
• Bilingual/native proficiency in Spanish & English; limited proficiency in Portuguese.
• Availability to work in Mexico City or São Paulo/SP
• Experience understanding and meeting Key Performance Indicators (KPIs)
• Experience with HR and case management systems
• Demonstrated experience in issue identification and escalation
• Experience communicating through various intake channels
• Previous contact center experience preferred
• Strong customer service orientation while maintaining a high level of integrity and confidentially

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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