Human Resources (HR) Contact Center Specialist

ABB Inc.; Cary (NC); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical plan PPO/HDHP with HSA

Dental Core/Core Plus

Vision

Company paid life insurance (2X base)

Company paid AD&D (1X base)

Short Term Disability

Long Term Disability (60%)

Supplemental benefits

Paid Parental Leave

Employee Assistance Program

Health Advocate

Employee discount

401k with company contributions

ESAP

11 paid holidays

Vacation based on years of service

Job summary

ABB Inc. is hiring a hybrid HR Contact Center Specialist based in Cary, NC to deliver day-to-day HR services across the United States and Puerto Rico.

You will manage HR transactions end-to-end, respond to inquiries, and escalate issues as needed while ensuring compliance with HR standards and legal requirements. The role emphasizes Root Cause Analysis, process improvements, and strict adherence to controls such as SOX, data protection, and 4-eye checks.

Qualifications

• 3+ years of HR experience.
• Bachelor's degree preferred but not required.
• Ability to manage daily HR workload on an ongoing basis.
• Capacity to assist customers and resolve complex issues.
• Strong customer service skills.
• Proven ability to manage escalations swiftly and effectively.
• Enhanced knowledge of HR general topics.
• Excellent verbal and written communication.
• Authorization to work for ABB in the US.

Responsibilities

• Execute HR services in line with processes, KPIs, and quality targets.
• Handle inquiries via AskHR tickets and phone.
• Serve as expert for complex business cases and cross-country projects.
• Spot gaps and opportunities for improvement in processes; lead RCA where needed.
• Complete control tasks including 4-eye-check, SOX checks, data protection, and regulatory compliance.

Skills

HR experience

Customer service

Escalation management

Communication skills

Education

Bachelor's degree

Tools

HR systems

AskHR

Job description

The Human Resources (HR) Contact Center Specialist position at ABB Inc. supports employees across the United States and Puerto Rico. The role focuses on delivering day-to-day HR services, responding to questions and escalations, and maintaining compliance with HR standards and applicable legal and regulatory requirements.

Role Overview

In this hybrid role based in Cary, NC, you will manage HR transactions end-to-end while meeting agreed business processes, KPIs, and quality targets. The position also includes expertise for complex cases and projects that require cross-functional collaboration across countries and teams.

Key Responsibilities

• Execute and deliver HR services in line with agreed business processes, KPIs, and quality targets, ensuring timely, accurate, and customer-focused outcomes.
• Handle HR inquiries received through AskHR tickets and phone.
• Serve as an expert for complex business cases and projects by applying operations knowledge and driving collaboration across different countries and functions.
• Spot gaps and opportunities for improvement in existing business processes, lead or own Root Cause Analysis (RCA) handling, and recommend enhancements or simplification based on day-to-day experience.
• Complete control tasks independently, including 4-eye-check / SOX checks, data protection, and country-specific legal and regulatory compliance tasks.

Required Qualifications

• 3+ years of HR experience.
• A bachelor’s degree is preferred but not required.
• Ability to manage daily HR workload on an ongoing basis.
• Capacity to assist customers and resolve complex issues.
• Strong customer service skills.
• Proven ability to manage escalations swiftly and effectively.
• Enhanced knowledge of HR general topics.
• Excellent verbal and written communication.
• Authorization to work for ABB in the US is required.

Reporting Line

Solutions Support Manager

Benefits

• Medical plan choice: Copay Plan (PPO) or High Deductible Plan with a Health Savings Account.
• Dental plan choice: Core and Core Plus.
• Vision benefit.
• Company paid life insurance (2X base pay) and Company paid AD&D (1X base pay).
• Voluntary life and AD&D coverage with 100% employee-paid options up to maximums.
• Short Term Disability up to 26 weeks (Company paid).
• Long Term Disability at 60% of pay (Company paid), with ability to buy up to 66 2/3% of pay.
• Supplemental benefits (100% employee paid): Accident insurance, hospital indemnity, critical illness, and pet insurance.
• Paid Parental Leave.
• Employee Assistance Program.
• Health Advocate support resources for mental and behavioral health, general health navigation and virtual health, and infertility or adoption.
• Employee discount program.
• 401k Savings Plan with Company Contributions.
• Employee Stock Acquisition Plan (ESAP).
• ABB provides 11 paid holidays.
• Vacation provided based on years of service for hourly and non-exempt positions.

ABB Benefit Summary for Eligible US Employees

[excludes ABB E-mobility, Athens union, Puerto Rico]

Visit MyBenefitsABB.com and click on “Candidate/Guest” to learn more.