HR Ops Associate

Responsibilities:
• Act as a first line support between employees & the HR staff
• Log received queries on ticketing system.
• Resolve queries quickly and efficiently or direct the employee to the right channel.
• Identify recurring problems, report trends to management, and recommend possible solutions or correction procedures
• Resolve as many requests as possible on first call resolution, thereby reducing the number of inquiries redirected to next level of support
• Prepare weekly & monthly analysis report about Call center activities
• Provide an advisory service to employees ensuring that they are fully aware of their entitlements
• Deliver services at the defined at the SLAs/KPIs and drive operational efficiency and continuous improvement
• Ensure a consistent and high level of customer service and operational excellence that will ensure transactions are resolved efficiently and in full compliance with relevant legal, company and process requirements
• Partner with team to execute plans to improve customer satisfaction with a focus on processes
• Manage escalation and takes ownership for ultimate issue resolution
• Ensure smooth on-boarding, training, process and support documentation and aids for colleagues as needed