HR Shared Services Rep-Tier 2

Minimum high school degree
English fluency required
At least two years’ experience in customer service and/ or human resources
Excellent oral and written communication skills to answer employees’ and other stakeholders queries effectively
Excellent problem-solving skills and strong customer service skills
Strong organizational skills for tracking and documenting
Attention to detail
Ability to work both independently and in teams
Proficient in Microsoft Office applications

Responds and resolves escalated cases in more complex HR scenarios on multiple channels such as e-mail, phone, case management system. Uses systems to document and escalate as needed following appropriate process.
Diagnose problems and leads correction through communication across The Americas.
Acts as liaison and escalation point with contacts including local HR, COEs and other key stakeholders.
Ensure efficient and accurate resolution of cases within a Shared Service team.
Educates employees of HR Services available to them and encourages self-service tools such as the HR Portal and other systems as needed.
Researches and resolves all problems in a timely manner. Must be able to work on more than one issue simultaneously and prioritize urgency of requests.
Ensures that resolution of escalated requests meet the policy for each process.
Utilizes multiple online systems to answer questions, complete requests, and ultimately resolve employee and HR needs.
Actively contributes to delivering, maintaining and improving HR services, procedures and processes to increase employee satisfaction, driving performance and achieving results.
Responsible for maintaining all compliance requirements of dedicated HR shared service processes.
Understands and utilizes HR systems including Workday and the Employee Portal, including Self Service, Knowledge base and Case Management.
Performs according to service level agreements.