HR Service Specialist – Contact Center

THE PERSON:

You are customer-focused adaptable and comfortable working in a fast-paced global environment. You are a strong team player who can effectively navigate AI-enabled service delivery models live agent interactions and HR case management while collaborating across regions time zones and cultures.

KEY RESPONSIBILITIES:

• Serve as Tier 1 HR Contact Center support handling employee and manager inquiries via HR AI Agent Live Chat (Live Agent) and case management systems channel

• Review validate and resolve AI-assisted cases ensuring accuracy and seamless employee experience.

• Provide first-level responses to HR-related questions on administrative procedures policies and standard practices.
• Utilize HR systems to document track and escalate cases in accordance with defined processes and service guidelines.

SME (Subject Matter Expert) Responsibilities

• Act as an SME for assigned HR process areas regions or projects supporting agents HR Partners and operations teams.
• Own and maintain knowledge base content including SOPs FAQs AI response content and agent guidance for assigned areas.
• Partner with COEs HR Operations and Digital HR teams to support process updates system changes and AI enhancements.
• Provide guidance and mentoring to team members on complex cases within SME scope.
• Support HR AI Agent optimization by identifying gaps inaccuracies or improvement opportunities in AI responses and workflows.
• Participate in UAT testing and rollout activities for new HR tools AI capabilities or service models.
• Identify recurring issues root causes and opportunities to improve service quality and reduce contact volume.

General & Operational Responsibilities

• Ensure employee and manager inquiries are resolved accurately efficiently and within service level agreements (SLAs)/ Operation level agreement (OLAs)
• Conduct basic research and process HR transactions within authorized systems following authentication data privacy and security requirements.
• Leverage and contribute to the HR Knowledge Base ensuring accurate and consistent responses.
• Monitor case statuses and proactively inform requesters of progress and resolution.
• Escalate complex or non-standard inquiries to higher tier group as appropriate.
• Educate employees on available HR services and promote self-service tools (AI Agent) including the HR Portal and AI-enabled solutions.
• Identify root causes of inquiries and issues to provide accurate resolutions and reduce repeat contacts.
• Manage multiple cases simultaneously prioritizing based on urgency and business impact.
• Ensure all documentation and employee requests comply with applicable HR policies and procedures.
• Actively contributes to continuous improvement initiatives including process optimization AI adoption and service delivery enhancements.
• Maintain compliance with HR shared services policies confidentiality requirements and data security standards.
• Meet or exceed defined performance metrics quality standards and customer satisfaction targets.
• Participate in mandatory training & development training internal or global team meetings and cross-time-zone collaborations.
• Support and maintain the global HR knowledge base including AI-related content and service workflows.

PREFERRED EXPERIENCE:

• Experience in an HR Contact Center Shared Services or Customer Support environment
• Exposure to HR AI tools chatbots or digital service platforms is a strong advantage
• ServiceNow SAP or SuccessFactors experience preferred
• Ability to work in a shift-based environment including global time-zone support
• Comfortable working in a fast-paced matrixed and evolving environment
• Strong customer service orientation with excellent communication skills
• Experience creating or maintaining training materials SOPs or knowledge articles
• Strong analytical problem-solving and attention-to-detail skills
• Ability to manage multiple priorities and work independently on routine tasks
• High level of professionalism with strong confidentiality and data protection practices
• Process-driven mindset with a focus on continuous improvement
• Mandarin speaking and written skills will be