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The HR Operations Associate I will serve as the first point of contact responsible for the resolution of HR inquiries from BBI employees, Managers, former employees and outside agencies. The Associate will respond efficiently to HR inquiries via phone, email, or the HR Portal, resolving HR issues using call guides and procedures.

Responsibilities

• Handles a high volume of incoming calls in a call center environment
• Respond timely and appropriately to requests to the BBI Connect Resource Center using call guides, knowledge base, policy manuals, and other reference materials.
• Respond to customer inquiries accurately consistently by adhering to company policies and procedures.
• Ensure that all incoming inquiries are properly and thoroughly documented in the Case Management System
• Attempt to resolve the customer’s inquiry upon first call/contact.
• Refer inquiries to Tier 2 or Supervisor that require additional research or expertise.
• Help customers navigate through HR Information
• System and other HR technology applications.
• Ensure customer privacy, including confidentiality and security of personal/job data.
• Assist customers with difficult issues by communicating empathy and helping to de-escalate the situation.
• Adhere to assigned job schedule; exhibit punctuality and achieve the desired level of attendance.
• Consistently exhibit excellent verbal and written communication skills, including using proper grammar, tone, clarity, and succinctness when communicating with customers
• Meets key performance measures such as first call resolution, average answer speed, and call quality.
• Provide proactive feedback to BBI Connect
• Resource Center leadership on ways to improve processes and customer service as necessary.
• Other duties as assigned.

Requirements/Key Capabilities:

• High School Diploma is required. Associate’s Degree is preferred.
• 6 months to 1 year of customer service or call center experience required. Basic knowledge and understanding of Human
• Resources Practices and Services is preferred.
• Excellent customer service focus and ability to deliver high quality customer service consistently in a professional manner.
• Strong active-listening and verbal-communication, interpersonal skills
• Ability to deal effectively with dissatisfied customers while maintaining composure and professionalism
• Proficiency in problem-solving
• Attention to detail
• Ability to follow standard operating procedures and scripts without variation
• Flexibility to accommodate staff scheduling changes
• Ability to handle confidential information
• Maintaining positive outlook to change
• Ability to thrive in a collaborative and team-oriented department
• General computer skills including the ability to use the range of Microsoft products (i.e., MS Office, Outlook/Exchange) and ability to learn HRIS module and other HR systems