Contact Centre Agent at EY

Rank Associate

Job Purpose To ensure the accurate and timely resolution of queries

Job Description

• Resolve general HR or people related queries that reach the MyHR contact centre
• Assign queries received via email, telephone, teams chat or walk-in for Africa region – 14 countries – SLA 1 day
• Resolve internal/external confirmation of employment requests that is logged by the GDS
• Respond accurately to employees/external stakeholder payroll and benefits queries that are emailed to the contact centre.
• Resolve level 2 queries that are escalated from the GDS team
• Conduct investigations where required and advise users/employees of solution/resolution;
• Escalate to and follow up with the relevant SMR’s
• Checking all documentation received in the centre for quality and accuracy
• Manage third parties benefits queries related to employees
• Resolve systems and processes queries such as LEAD, Learning and Success Factors
• Assist with projects such audits, payroll reviews, benefits processing, 3rd party
• Quality check employment contracts and correspondence drawn-up by TSS Administrators
• Point of contact for all employee related queries
• Assist with content management of the chat bot Goldie with frequently asked questions
• Adhere to turnaround times with the aim to resolve queries immediately
• Support the bulk intake processes
• Training provided to users for tracking tickets
• First point of contact for LEAD queries
• Liaise with back-up staff for Contact Centre for lunch hour and leave

Qualifications And Experience

• Grade 12
• Relevant Diploma/ Certificate
• Minimum 3 years Payroll/Benefits Administration in a Contact/Call Centre experience

Skills & Behavioural Attributes

• Attention to detail;
• A good knowledge of HR Processes, Policies and Procedures;
• Stress tolerance;
• Resilience;
• Conflict Resolution;
• Understands the business and able to apply existing HR processes and procedures to meet a range of client's needs;
• Utilises knowledge management tools/processes within the organisation.
• Familiar with labour laws, people policies and procedures
• Innovative thinking
• Flexible with work schedules
• Required to work on various projects
• Accountability
• Good planning and organisational skills
• Customer centricity
• Relationship management with internal and external customers
• Ability to manage routine tasks
• Team player
• Manage time to meet deadlines
• Excellent excel skills and proficient on all Microsoft packages
• Quick learner of systems
• Proficient in business written and verbal communication skills
• Good listener