Human Resources (HR) Contact Center Specialist

ABB; Cary (NC); Hybrid; USD 60,000 - 85,000; Full time

Job summary

ABB is seeking a driven HR professional to perform day-to-day HR transactions and support service lines across the US and Puerto Rico from our Cary, NC hybrid office. You will handle inquiries via AskHR and phone, ensure accurate, timely processing, and align local processes with global standards while complying with SOX and data protection.

A Bachelor’s degree is preferred and 3+ years HR experience are expected; strong communication and customer-service skills are essential to deliver

Qualifications

• Bachelor’s degree is preferred but not required; 3+ years of HR experience.
• Capable of assisting customers and resolving complex issues
• Excellent customer service skills
• Proven track record of managing escalations swiftly and effectively
• Possess an enhanced knowledge of HR General topics
• Excellent verbal and written communication
• Candidates must already possess authorization to work for ABB in the US

Responsibilities

• Executing and delivering HR services in compliance with agreed business processes, KPIs and quality targets in a timely, accurate and customer focused manner, showing an end-to-end responsibility.
• Handling HR inquiries that come in via AskHR tickets and phone.
• Acting as an expert in complex business cases/projects by offering operations expertise and knowledge and driving collaboration across different countries and functions.
• Identifying deficiencies/improvements in existing business processes, taking responsibility for the handling Root Cause Analysis (RCA) and proactively recommending enhancements and/or simplification based on day-to-day experience.
• Performing control tasks with autonomy, including 4-eye-check / SOX checks, data protection and country legal/regulatory compliance tasks.

Skills

Customer service

Issue resolution

Verbal & written communication

Cross-functional collaboration

Education

Bachelor’s degree preferred, not required

Job description

At ABB, we help industries run leaner and cleaner—and every person here makes that happen. You’ll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world.

This position reports to:

Solutions Support Manager

Your role and responsibilities:

ABB is looking for a driven, customer-focused professional who will get to make an impact in the daily lives of employees across the US and Puerto Rico.

In this role, you will have the opportunity to perform day-to-day HR transactions for one or several assigned service lines or countries, while also managing complex and escalated tasks. Each day, you will ensure a high-quality customer experience by committing to complete, accurate and timely completion of HR transactions. You will also showcase your expertise by supporting the globally set standards for HR operations and ensuring that the respective business processes adhere to the local legal and regulatory requirements.

The work model for the role is hybrid out of the Cary, NC office location.

You will be mainly accountable for:

• Executing and delivering HR services in compliance with agreed business processes, KPIs and quality targets in a timely, accurate and customer focused manner, showing an end-to-end responsibility.
• Handling HR inquiries that come in via AskHR tickets and phone.
• Acting as an expert in complex business cases/projects by offering operations expertise and knowledge and driving collaboration across different countries and functions.
• Identifying deficiencies/improvements in existing business processes, taking responsibility for the handling Root Cause Analysis (RCA) and proactively recommending enhancements and/or simplification based on day-to-day experience.
• Performing control tasks with autonomy, including 4-eye-check / SOX checks, data protection and country legal/regulatory compliance tasks.

Qualifications for the role:

• Bachelor's degree is preferred but not required, 3+ years of HR experience
• Possess skills in managing the daily HR workload on an ongoing basis
• Capable of assisting customers and resolving complex issues
• Excellent customer service skills
• Proven track record of managing escalations swiftly and effectively
• Possess an enhanced knowledge of HR General topics
• Excellent verbal and written communication
• Candidates must already possess authorization to work for ABB in the US

What's in it for you:

We empower you to take the lead, share bold ideas, and shape real outcomes. You’ll grow through hands‑on experience, mentorship, and learning that fits your goals. Here, your work doesn’t just matter, it moves things forward.

ABB is an Equal Employment Opportunity and Aff…

All qualified applicants will receive consideration for employment without regard to their- sex (gender identity, gender expression, sexual orientation), marital status, citizenship, age, race and ethnicity, inclusive of traits historically associated with race or ethnicity, including but not limited to hair texture and protective hairstyles, color, religious creed, national origin, pregnancy, physical or mental disability, genetic information, protected Veteran status, or any other characteristic protected by federal and state law.

For more information regarding your (EEO) rights as an applicant, please visit the following websites: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf

As an Equal Employment Opportunity and Aff…

Protected Veterans and Individuals with Disabilities may request a reasonable accommodation if you are unable or limited in your ability to use or access ABB's career site as a result of your disability. You may request reasonable accommodations by calling an ABB HR Representative at 1-888-694-7762 or by sending an email to [e-mail]. Resumes and applications will not be accepted in this manner.

ABB Benefit Summary For Eligible US Employees

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

Go to MyBenefitsABB.com and click on "Candidate/Guest" to learn more

Health, Life & Disability

• Choice between two medical plan options: A PPO plan called the Copay Plan OR a High