Contact Centre Representative - Inbound

Job Title: Contact Centre Representative - Inbound
Contract Duration: 4 months
Location: Greenville, SC
Shift: Monday - Friday 8 am to 6 pm, Either 8 to 4:30 or 9:30 to 6. Will rotate- weekly
Work Type: Hybrid Model - Beginning 3 to 4 days for the first couple of weeks. Likely once a week after that. This could change, need to be flexible.

Summary of day-to-day Responsibilities:

• HR contact centre for the Bank
• Phone, chat, and email inquiries from the employees

Job Description:

• The Human Resources Contact Center Specialist provides resource support on all HR policies, processes, and procedures including in-depth knowledge of Benefits and Payroll processes and transactions, and employee programs and services (including navigational support of all HR systems).
• The Human Resources Contact Center provides guidance and support to all employees, retirees, people managers, and the HR community and acts as the first point of contact (phone, email, chat) for all inquiries related to employee programs and services, HR policy, process, and procedures, including navigational support, and escalation of issues.
• Acts as a first point of contact for employee and people manager issues and escalates to Advice Channel when required
• Answers and resolves employee and people manager issues including navigational support and processing corrective transactions when required
• Provides advice on how to complete requests and/or determines options for next steps based on scenarios. These could include: guidance related to completing HR responsibilities (year-end compensation, mid-year and year-end processes, resource planning); guidance related to making employee data changes (new hires, transfers, terminations, retiring); guidance related to the administration of employee programs (Service recognition, PTO/Vacation entitlement, time administration)
• Supports a continuous improvement environment by raising issues, escalating concerns, proactive identification of process changes, and being an agent of change
• Maintains adherence to all audit/compliance and regulatory requirements
• The Contact Centre Representative keeps pace in a rapidly changing environment while maintaining strong knowledge and a positive attitude
• Contributes positively to the team through the sharing of knowledge, and ideas and active participation in meetings, coaching, and personal development
• Achieves operational metrics in support of the delivery of the service center service level agreements and industry best practices. These include standards related to Contacts/Hour and Schedule Adherence
• Delivers legendary service experiences consistent with the culture in all contacts (phone, email, chat) through extensive and in-depth knowledge of people manager and HR policy, process and procedures, and employee programs; efficient navigational skills; and effective call control/business writing
• Keeps current with changes in people manager responsibilities as well as HR policy, process, and procedures
• Reviews and completely understands deliverables of all weekly people manager communications
• Maintains a thorough knowledge of all HR policies, processes, and procedures including navigational support of all HR systems
• Maintains expertise in the areas of benefit and payroll processes and transactions
• Maintains a high-level knowledge of people manager accountabilities and responsibilities and in-depth knowledge of all employee programs and services
• Completes administrative tasks as assigned

Job Requirements:

• Minimum High School diploma or equivalent required, a minimum of an Associate Degree is preferred
• 2 years of related experience
• Strong communication skills (written and verbal)
• Ability to provide legendary service in a fast-paced environment
• Good knowledge and understanding of overall HR policies, processes, and procedures specializing in one or two specific areas (e.g.: Payroll, Benefits, Compensation, People Leadership) would be an asset
• Excellent knowledge and navigational skills in HR systems
• Strong organizational skills, self-motivated and results-driven
• Ability to share knowledge with peers
• Good time management and organizational skills
• Proficiency with MS Office (Word, Excel, PowerPoint)

Must Haves:

• Contact centre experience – 1 to 2 years experience
• Strong communication skills – verbal and written
• Tek savvy- comfortable using a computer and learning new systems
• Working with confidential information- understanding how to deal with confidential information. Understanding policies and best practices.

Nice to Have:

• HR experience
• HR systems (workday, PeopleSoft, service now)
• College/ Associates/Certifications degree

Notes:

• Strong communication skills- written and verbal
• Experience in a contact centre environment – understanding the product
• HR experience would be a plus
• Quick learner
• Easy to learn HR systems/ new systems

Benefits:

• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund

About The Company:
Top 10 banks in Canada and North America offering comprehensive financial solutions. Providing retail, commercial, wealth management, and wholesale banking services, we help clients thrive in today's evolving market.

About GTT:
GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. As a Native American-owned, economically disadvantaged corporation, we highly value diverse and inclusive workplaces. Our clients are Fortune 500 banking, insurance, financial services, and technology companies, along with some of the nation’s largest life sciences, biotech, utility, and retail companies across the US and Canada. We look forward to helping you land your next great career opportunity!

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