About this role
Role Overview
- Serve as the primary contact for employee HR inquiries, answering questions related to policies, benefits, payroll, leaves, and other HR services.
- Resolve inquiries accurately and efficiently to ensure a positive employee experience.
- Use case management tools to log, track, and resolve cases in a timely manner.
- Ensure documentation is clear and comprehensive, and escalate complex issues to senior team members or management when necessary.
- Maintain a thorough understanding of HR policies and processes, sharing insights with employees and providing guidance to ensure they understand and access the resources available to them.
- Identify recurring issues and areas for process improvement within the HR Contact Centre.
- Share suggestions and participate in initiatives aimed at enhancing service delivery.
- Work closely with other HR teams, Payroll, Benefits, and IT to resolve complex or multi-functional issues.
- Ensure employee data is managed accurately in HR systems, and uphold data privacy and confidentiality standards in line with company policies and compliance requirements.
- Adhere to all company HR policies and procedures, ensuring that responses are aligned with legal and regulatory requirements.
Requirements
- Bilingualism (French, English, both oral and written) is required to answer calls from English and French speaking clients across Canada and worldwide.
- Experience in a Service / Call Centre or production environment
- Experience with Payroll Administration
- Experience and/or post-secondary education with a focus on Human Resources
Benefits
- Access to short-term assignments or ‘Gigs’ across the organization, to help you develop new skills and connections.
- A collaborative and interactive team environment
- Charitable giving through our You Give, We Give program lets you give back to your community – and in many cases, we’ll match your contributions.
- Care Days available for self-care or care of others (i.e., family or others you may support) and Sick Days to support your well-being.