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Contact Center
- Receive inbound calls from customers and answer questions, as well as question participants to obtain full understanding of what information is being requested.
- Educate callers on client processes whenever necessary
- Document all calls with regards to caller’s inquiries accurately using Call Tracking System.
- Provide quality customer service on every call.
- Communicate clearly and effectively with participants
- Maintains up-to-date expertise in a specific subject area
- With Back office processors, manage events with higher level of difficulty and Customer services, i.e. Death cases
- Approve exception requests where there are historical precedents and/or where documented rules are made available
- Handles end to end case management process in accordance to agreed time and quality standards.
- Follow up escalated cases through the eHR Case Management system – own issue resolution, client follow up, and case closure
- Conduct in-depth research, interpret policy based on documented rules and exceptions and resolve complex issues for escalated cases
- Facilitate resolution between employees and 3rd party Administration Service Provider, follow up on escalations
- Escalate issues that require evaluation by the client (e.g., an exception request with no historical precedence, threat of legal action, etc.)
- Does outbound calls/emails to provide resolution to employee.
- Comply to ILC clocking requirements
Employee Data Management
- Inputs and processes employee data in the HR System to provide accurate and timely information to a variety of HR Services
- Provides services that relies on the processed employee data to meet the demand of the Service Level Agreement (SLA)
- Provides solutions to issues brought up by the contact center according to policy guidelines set
- Processes may be inclusive of but are not limited to the following:
- Document Indexing (Planning & Scheduling Team) – Sorting and assignment of correct work queue according to document type information
- Dispatcher (Planning & Scheduling Team) – assignment to practitioner/ processor correct work and volume allocation
- Data Entry – Complex processing of Transfers, Department and Org Changes, etc.
- Reporting – Generation of standard/regular and ad hoc reports
- Reviews validity and completeness of requests
- Provides data for any internal business controls team as required.
- Ensure compliance to the client’s existing standards.
- Implements and follows internal control measures and supports monthly compliance testing to ensure that processes meet business controls requirements
- Create, update and review documentation related to processing, reports and job aids used to manage data into the HR database
- Provides regular/scheduled and ad hoc reporting services to end-users and ensures deliverables are submitted timely and accurately as per Service Level Agreement (SLA) with the clients
- Conducts analysis in ad hoc report requests to be able to provide concise and correct information to requestor
- Act as first level interface with end-users on reporting inquiries and issues
- Log all report transactions and completed tasks in the tracking Sheet
- Submits regular data feed file requirements to Global and/or data warehouse contact
Learning
- Responsible for Event Management for simple events. General tasks include: Registration management, Mandatory Learning Questionnaire, Completions, Session creation/update/cancellation, course creation/update and other repeatable tasks.
- Query Management
- Answers general simple email inquiries.
- Mandatory Learning Questionnaire
- Session Creation/update/cancellation
- Course creation/update
- Ensures that desktop procedures/job aids are up to date
- Create RCAs (if necessary) for any task related misses
- Ensures that desktop procedures/job aids are up to date
- Responsible for the setting-up of Instructor-led online classes and the handling of pre-, in-, and post-session facilitation duties.
- Timely dispatch of requests if needed
- Validate completeness and correctness of requests
- Create Virtual class / event in the appropriate tool
- Timely communication with clients or stakeholders or key dependencies for any required information related to request or any problems encountered
- Provide logistic support to an event:Run rehearsals with contact and/or presenters and perform orientation during actual live virtual class.
- Assist in technical difficulties through basic troubleshooting
- Perform basic troubleshooting in the virtual environment or work with Technical Support to help resolve the higher level of technical difficulties
- Assist presenters and participants during virtual events
- Distribute materials and joining instructions to participants
- Timely and accurate communication of advertisements to clients
- Other adhoc requests
- Completion requirements such as collecting billing information
- Generate reports as required
Payroll
- Dispatching work requests and cases
- Dispatching transactions while identifying correct owners
- Monitoring and closing of dispatched transactions
- Tracking of work requests, cases and transactions received and dispatched
- Performing simple transactions
- Performing volume driven transactions
- Make decisions based on document business process
- Perform controls and peer to peer validation
- Compilation and processing of transactional Payroll Data. This requires teaming/collaboration with other teams that deliver payments/deductions via payroll.
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