CPS Contact Center Senior Specialist

CPS Contact Center Senior Specialist

This role is primarily accountable in managing and resolving employee & external requests and queries related to Human Resources via variety of channels (chat, email, and outbound call) within the defined service standards.

• Senior Specialist / Process SME Responsibilities:
• •Green service support
• •Peer coaching
• •Performance monitoring support
• •Process documentation support
• •Quality audits
• •Data reporting and analysis
• •Project monitoring support
• •Customer and stakeholder management
• •New hire training
• •Process / country point-of-contact
• •Pillar engagement

• BAU Responsibilities:
• •Promptly and accurately handle people services requests at initial point of contact
• •Proactively report any trends on employee concerns / requests
• •Identify and coordinate exceptions, provide recommendation and triage to appropriate resources or groups
• •Provide education to employees on the self-service tools and guides of HR
• •Proactively take part in building a collaborative team and good client working relationships
• •Deliver excellent customer experience and quality service
• •Keep current with HR policies, procedures, programs and systems
• •Meet accuracy and service excellence SLAs and metrics
• •Liase with HR Partners to resolve employee concerns, if necessary
• •Perform warm transfers to other non-HR groups, if necessary

• Key Capabilities/Experience:
• •College graduate
• •Customer service skills and background (with HR background is a plus)
• •Analytical and problem-solving skills
• •Ability to build positive relationship at work and with customers
• •Able to represent the ING core values and way of working
• •Commitment to achieving high levels of service excellence and able to work independently or within a team or under minimal supervision
• •Good knowledge on customer service best practices, concepts, and procedures

• Minimum Qualifications:
• •Excellent communication skills (verbal and written) in English
• •Analytical and problem-solving skills
• •Highly organized and able to prioritize in a fast-paced and multi-tasking environment
• •High attention to details
• •Resourceful
• •Working knowledge on the use of Service Now and Workday is a plus

• Challenges:
• •Manage highly confidential information in a professional manner
• •Ability to deal with various customers in terms of rank and behavior.
• •Able to deliver difficult messages
• •Able to carry out confidence during uncertainties / unfamiliar expectations
• •Good time management to handle fast paced, multi-tasking and number driven work environment
• •Quick to adapt and learn while meeting service delivery expectations