HR Contact Center Associate

Responsibilities:

• Receive HR queries in Arabic, Hebrew, and English via phone, email or other communication channels and log contacts into the shared service case management system.
• Take ownership of employee contacts ensuring that each contact is accepted and resolved with a high degree of customer focus.
• Serve as the first point of contact for Leave, Disability, and Accommodation related inquiries, including but not limited to case intake, general policy questions, documentation, next steps and requirements to expedite the process.
• Resolve such inquiries holistically by referring to available documentation e.g. frequently asked questions and standard operating procedures – escalate when these cannot be resolved.
• Build customer trust through empathetic, personalized conversations by assessing and adjusting the case management plan to each employee’s changing needs.
• Respond to employees impacting issues that may arise during the leave event and ensure the right communication and documentation occurs, even when information is limited.
• Use good judgement, critical thinking and rationale to balance process adherence with employee’s needs to analyze and decide on disability, leave and benefits requests.
• Receive queries primarily via phone and log accurate and timely information/documentation into the shared service case management system.
• Consistently consult and collaborate with partner teams on process changes in an effort to resolve cross-functional issues to update and improve policies.