Senior HR Contact Center

IBM Business Services
Quezon City Fulltime 13
The HR Service Administrator is an integral part of IBM and HR. Your goal is to create an outstanding employee experience for IBMers by delivering HR-related services and supporting our employees as they support our customers and clients. Help IBMers to build their career by providing them with a personalized experience. In this role, you can be part of a team that works with all areas of our global organization and is empowered to achieve goals that align with IBM strategy.

Your Role and Responsibilities
• Maintains up-to-date expertise in a specific subject area
• With Back office processors, manage events with higher level of difficulty and Customer services, i.e. Death cases
• Approve exception requests where there are historical precedents and/or where documented rules are made available
• Handles end to end case management process in accordance to agreed time and quality standards.
i. Follow up escalated cases through the eHR Case Management system – own issue resolution, client follow up, and case closure
ii. Conduct in-depth research, interpret policy based on documented rules and exceptions and resolve complex issues for escalated cases
iii. Facilitate resolution between employees and 3rd party Administration Service Provider, follow up on escalations
iv. Escalate issues that require evaluation by the client (e.g., an exception request with no historical precedence, threat of legal action, etc.)
v. Does outbound calls/emails to provide resolution to employee.
vi. Documents all calls with regards to caller’s inquiries accurately using Call Tracking System.
• Comply to ILC clocking requirements

Required Technical and Professional Expertise

  • Candidate must possess at least a Bachelor’s/College Degree, preferably Human Resources or equivalent
  • Similar work experience of at least 1- 2 years especially in a BPO or similar fast-paced setting
  • Good English Communication(verbal & non verbal)Skills
  • Basic computer and internet navigation skills
  • Amenable to working in shifting/night schedule
  • Intermediate in MS Excel

Preferred Technical and Professional Expertise

  • ERP working experience
  • Ability to prioritize tasks, manage multiple priorities and tight deadlines
  • Highly organized, analytical, results-oriented and has keen on details

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