SR EXECUTIVE -H2R

Core Competencies & Skills

Skill Area

Expected Capability

Customer Service

Empathy, patience, active listening, call handling, de-escalation, ownership, and professional communication.

HR Process Awareness

Basic understanding of H2R processes, policies, and HR Shared Services ways of working.

Contact Center Operations

Experience with queue management, multi-channel support, call documentation, call control, and service level expectations.

Case Management

Ability to document, categorize, route, and close cases accurately.

Triage & Escalation

Sound judgment to resolve, redirect, route, or escalate based on defined rules.

Confidentiality

Strong data privacy, authentication, and information-sharing discipline.

Technical / Functional Knowledge

• Basic understanding of Hire-to-Retire processes and HR Shared Services operating models.
• Ability to navigate SOPs, FAQs, policy documents, knowledge articles, and process maps.
• Comfortable using Microsoft 365 tools and HR service management platforms.
• Knowledge of HR systems such as Workday, HCM and Service Now (SNOW) is preferred.
• Awareness of data privacy, authentication, audit, and information security expectations.

Qualifications and Experience

Education

• Graduate/Bachelor's degree in Human Resources, Business Administration, Business Operations, or a related field preferred.

Experience

• 2-4 years of experience in a contact center, HR Shared Services, employee support, customer service, or service desk environment preferred.
• Prior experience handling high-volume employee or customer interactions through phone, chat, email, or ticketing channels preferred.
• Ability to manage call flow, active listening, probing questions, de-escalation, and clear closure of associate inquiries.
• Experience working with Avaya/other telephony tool, ServiceNow, Workday, myHR, Service Now (SNOW) or another HR case management / ticketing platform preferred.
• Experience operating in an SLA-driven environment with quality, documentation, and compliance expectations preferred.
• Experience supporting global or multi-region employees preferred.