HR Services Call Analyst – Case Management (Night Shift, Hybrid)

General Motors; Taguig; Hybrid; PHP 446.000 - 725.000; Vollzeit

Zusammenfassung

General Motors Philippines is seeking an HR Services Call Handling Analyst to manage HR inquiries received by phone and email, ensuring timely and accurate resolution in line with policies. The role operates on a hybrid night-shift schedule, reporting to GM Philippines facilities three days per week or as needed.

You will serve as the main contact for HR Representatives, Employees, and People Leaders, handling cases with confidentiality and using standard processes.

Qualifikationen

• Bachelor’s degree in human resources, Business Administration, or related field.
• Experience in HR shared services or call handling environment is an advantage.
• Strong communication and interpersonal skills. Willing to receive phone inquiries for a majority of the work hours.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in case management tools and HR systems.
• High attention to detail and commitment to confidentiality.
• Willing to work night shift

Aufgaben

• Process HR cases received via calls or emails, prioritizing based on urgency and impact.
• Monitor personal queues and aging cases to ensure timely resolution.
• Follow established processes for case documentation, issue resolution, and escalation.
• Serve as the single point of contact for HR Representatives, Employees, and People Leaders.
• Ensure adherence to service level agreements (SLAs) and elevate complex cases as needed.
• Suggest process improvements to enhance operational efficiency and service excellence.
• Maintain and update job aids and standard operating procedures (SOPs).
• Participate in project teams and contribute to system testing and performance improvement initiatives.
• Ensure compliance with global SLAs, GM corporate policies, and external regulatory requirements.
• Maintain confidentiality of employee information and perform tasks based on approved guidelines.
• Conduct peer checks and post-audit reviews of escalated issues.
• Ensure timely resolution of client issues and alert as necessary.
• Exercise sound situational judgement to independently determine appropriate actions for requests that fall outside standard procedures, ensuring timely decisions based on urgency and business impact.
• Demonstrate investigative problem‑solving by uncovering underlying or hidden issues, conducting thorough root‑cause analysis, and utilizing all relevant tools, data, and resources to drive accurate and timely resolution.

Kenntnisse

Communication skills

Interpersonal skills

Attention to detail

Confidentiality

Night shift

Multitasking

Phone inquiries

Ausbildung

Bachelor’s degree in HR or related field

Tools

Case management tools

HR systems

Jobbeschreibung

General Motors Philippines is seeking an HR Services Call Handling Analyst to manage HR inquiries received by phone and email, ensuring timely and accurate resolution in line with policies. The role operates on a hybrid night-shift schedule, reporting to GM Philippines facilities three days per week or as needed.

You will serve as the main contact for HR Representatives, Employees, and People Leaders, handling cases with confidentiality and using standard processes.