Bilingual People Services Specialist

Role Overview

• Employee Inquiry Support: 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.
• Case Management: 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.
• Knowledge Sharing and Guidance: 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.
• Continuous Service Improvement: Identify recurring issues and areas for process improvement within the HR Contact Centre. Share suggestions and participate in initiatives aimed at enhancing service delivery.
• Collaboration and Coordination: Work closely with other HR teams, Payroll, Benefits, and IT to resolve complex or multi-functional issues.
• Facilitate a smooth flow of information and ensure efficient resolution of employee requests.
• System and Data Accuracy: Ensure employee data is managed accurately in HR systems, and uphold data privacy and confidentiality standards in line with company policies and compliance requirements.
• Policy and Compliance Adherence: Adhere to all company HR policies and procedures, ensuring that responses are aligned with legal and regulatory requirements. Stay informed of any updates to policies and communicate changes effectively to employees.

Requirements

• Bilingualism (French, English, both oral and written) is required to answer calls from English and French speaking clients across Canada and worldwide.
• Communication
• Attention to Detail
• Problem-Solving
• Customer Service Orientation
• Time Management
• Technical Proficiency
• Knowledge of HR Laws & Regulations
• Ability to work in a team.
• Experience in a Service / Call Centre or production environment (Assets)
• Experience with Payroll Administration (Assets)
• Experience and/or post-secondary education with a focus on Human Resources (Assets)

Benefits

• 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.
• Access to short-term assignments or ‘Gigs’ across the organization, to help you develop new skills and connections.
• A collaborative and interactive team environment.