HR Contact Center Advisor – with French

Introduction
At IBM work is more than a job – it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better but to attempt things you’ve never thought possible. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? If so lets talk.

Your Role and Responsibilities
The HR Contact Center Advisor supports client employees and managers with their questions related to HR policies tools (including portal navigation) and processes. If the inquiry cannot be resolved in the received call chat or email the HR Contact Center Advisor is the interface between the customer and the HR Employee Data Management and Payroll departments.
The HR Contact Center Advisor performs the above activities in the required language for the designated country or countries as per management requirements.

Contact Center responsibilities:

• Handle telephone calls e-mail and chat queries;
• Communicate effectively to the customers on HR policy processes and tools;
• Take ownership of the resolution of callers’ issues giving guidance and solving problems at the first point of contact whenever possible and within the target response time. Escalate issues to designated next level experts as per process;
• Log and track inquiries to resolution following workplace processes and guidelines;
• Work as a member of a team to minimize customer wait times maximize customer satisfaction and response accuracy;
• Forward inquiries to Employee Data Management and Payroll Teams as per documented procedure (DTP) in timely and accurate manner according to the Service Level Agreements (SLA);
• Comply with tracking/administration requirements in relevant systems and repositories;
• Proactively identify trends and areas for improvement (including DTP gaps or obsolete information) and suggest resolution to management/ experts (SME);
• Contribute to process/DTP updates;
• Perform and document quality checks as documented and required by management.

Required Technical and Professional Expertise
General requirements:

• Ensure teamwork and knowledge management by sharing information with colleagues and country process teams;
• Alert management regarding out of scope requests client escalations complaints and potential SLA misses;
• Ensure productivity and high level occupancy;
• Inform your management about any relevant increase/decrease of workload;
• Proactively participate in cross departmental teaming and projects;
• Follow business controls guidelines corporate instructions and internal processes during work.

Preferred Technical and Professional Expertise

• At least Bachelor’s degree preferred