HR Operations Associate - Cairo Business Hub

Job Description

Act as a first line support between employees & the HR staff.
Log received queries on ticketing system.
Resolve queries quickly and efficiently or direct the employee to the right channel.
Identify recurring problems, report trends to management, and recommend possible solutions or correction procedures.
Resolve as many requests as possible on first call resolution, thereby reducing the number of inquiries redirected to next level of support.
Prepare weekly & monthly analysis report about Call center activities.
Provide an advisory service to employees ensuring that they are fully aware of their entitlements.
Deliver services at the defined at the Service Level Agreements/KPIs and drive operational efficiency and continuous improvement.
Ensure a consistent and high level of customer service and operational excellence that will ensure transactions are resolved efficiently and in full compliance with relevant legal, company and process requirements.
Partner with team to execute plans to improve customer satisfaction with a focus on processes.
Manage escalation and takes ownership for ultimate issue resolution.
Ensure smooth on-boarding, training, process and support documentation and aids for colleagues as needed.

Qualifications/Requirements

• HR Shared Services process and Service Level Agreement management experience: 0-1 years.
• Excellent Microsoft Excel knowledge.
• Process management and continuous improvement with a focus on optimization and productivity.
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