The HR Service Administrator has the responsibility for a process administration within a country or across several countries for one or more assigned HR processes. The employee uses judgment in choosing the task/routine
Time and Attendance:
This specialty is responsible in processing time and attendance inputs, generates time relevant reports (i.e. Overtime, Leave, Variance, Unapproved/Approve Timesheet inputs), and ensures accurate and timely reconciliation and validation of payroll results versus timesheet entries.
Contact Centry Query Resolution:
Practitioners in this specialty are responsible for receiving calls, emails, or chats and resolving HR-related queries from client employees using specific Contact Center Applications like InContact AdviseHR, Zendesk. The practitioner is responsible for handling information inquiries or requests about products, services or personnel received via telephone, fax, e-mail, or chat from customers, IBM personnel or business partners. Services provided may include, but are not limited to, the following: general inquiry support, service delivery support, education enrollment assistance, business partner service, data base management. They perform interrelated activities that deliver the primary service provided by the business function. They have knowledge and experience in using a few specialized tools and procedures to address the requester's needs. Primary measurement is customer satisfaction with the handling of the requests.
Required Technical and Professional Expertise
Contact Center Query Resolution Processing background
Strong Communication skills
Preferred Tech and Prof Experience
Use specialized technical knowledge to identify ,evaluate, and resolve various interrelated problems from several sources.
Recommends improvements to established procedures.
Responsible for a variety of interrelated processes within well established procedures.
Responsible to set work schedules individually or as a team member.
Process is monitored as required.
Provides technical guidance.
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