Senior HR Contact Center Specialist

ing; Manila; Vor Ort; PHP 446.000 - 725.000; Vollzeit

Zusammenfassung

ING is hiring a CPS Contact Center Senior Specialist to manage and resolve employee and external HR inquiries across chat, email, and outbound calls within defined service standards. The role includes process SME responsibilities such as green service support, coaching, data reporting, and stakeholder management.

As a Senior Specialist, you will train new hires, maintain process documentation, and ensure high-quality service while liaising with HR partners to resolve concerns and deliver a

Qualifikationen

• 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.
• Resourceful with attention to detail.

Aufgaben

• 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.
• Liaise with HR Partners to resolve employee concerns, if necessary.
• Perform warm transfers to other non-HR groups, if necessary.

Kenntnisse

Customer service

Analytical skills

Problem solving

Relationship building

HR knowledge

Communication skills

Time management

Ausbildung

College graduate

Tools

ServiceNow

Workday

Jobbeschreibung

ING is hiring a CPS Contact Center Senior Specialist to manage and resolve employee and external HR inquiries across chat, email, and outbound calls within defined service standards. The role includes process SME responsibilities such as green service support, coaching, data reporting, and stakeholder management.

As a Senior Specialist, you will train new hires, maintain process documentation, and ensure high-quality service while liaising with HR partners to resolve concerns and deliver a