Human Resources Contact Center Specialist (Bilingual)

Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.

As a core member of the Global Business Services team in Employee Life Cycle, you will deliver Human Resources (HR) service assistance to the HR community, business managers and employees. You will process complex and escalated HR requests related to multiple service lines for an assigned group of employees. In this role, you will be a part of the Global Business Services (GBS), HR Operations team. You will handle service processes related to the Employee Life Cycle, as well as customer service to our employees in the United States and Puerto Rico. You will work closely with internal HR teams fielding inbound/outbound calls, handling escalated matters, and responding to questions and issues related to benefits, payroll, and general HR queries in a timely and efficient manner. This role will require a candidate who is fluent in Spanish. Candidates for this position will need to be able to work a hybrid-remote schedule in our Cary, NC office.

This position reports to

Senior Manager, Employee Life Cycle

Your responsibilities

• Supports with implementation of key strategies and projects as identified or assigned
• Supports business process strategies for Employee experience to achieve efficiency, productivity, and improved control
• Provide daily customer service via phone from 8:30am – 5:00pm EST with prompt and professional responses to client and internal inquiries
• Provide basic information/guidance relating to policies and procedures, payroll, compensation, benefits, performance management, verification of employment etc. via phone (helpdesk), ticketing systems or emails
• Partner with Talent Acquisition, Compensation, Benefits, Payroll, Mobility and Employee Life Cycle teams in the US and Puerto Rico (PR)
• Ensuring confidentiality and data protection, execution and delivery of information and services according to defined Service Level Agreements
• Maintain an organized workflow by successfully monitoring and following up on all items assigned, including seeing problems through to resolution and closure with clients.
• Assists with both internal and external audits to ensure complete, timely and accurate responses are provided
• Builds and maintains relationships by collaborating across business units and departments to foster trust, commitment, accountability, and results
• Processing rule-based transactions related to payroll and benefit changes
• Perform other related duties as required and assigned
• Provide necessary research, problem solving and resolution support for clients. Escalate more complex issues to management, as needed
• Foster a strong customer service culture in the team to ensure a quality service is delivered
• Record employee inquiries with an appropriate ticketing system
• Identify and implement improvement ideas by challenging the status-quo (especially processes that are manual/repetitive)
• Suggests enhancements, modifications, and refinements to online resources linked to our service offerings
• Contributes actively to the continuous enhancement and upkeep of procedural manuals and operational references
• During the preparations for our busiest season, may engage in formal training sessions

Your background

• A relevant Associate's degree with two years of customer service/case management experience or an equivalent combination of experience and education
• 1 to 3 years minimum experience in resolving HR, benefits, and payroll inquiries
• Fluent in English and Spanish
• Optimistic, positive, and proactive in approach to work
• Able to anticipate needs and is self-directed
• Capability to exercise critical thinking skills to investigate and resolve issues
• Ability to adapt to changing environment and support of multiple requests
• Good verbal and written communication skills
• Human Capital Management (HCM) system experience required, SAP or Workday knowledge preferred
• Candidates must already have a work authorization that would permit them to work for ABB in the US

Benefits

• Retirement plan
• Life insurance
• Disability insurance
• Healthcare plan
• Wellbeing program

More about us

Global Business Services (GBS) is ABB’s shared services organization which delivers operational and expert services in Finance, Human Resources, Information Systems, Legal, Global Travel Services and external Customer Contact Centers. With employees based in five main hubs and front offices, GBS provides mainly Business services to ABB teams across the globe as well as supports with external customer inquiries. We look forward to receiving your application. If you want to discover more about ABB, take another look at our website www.abb.com. Equal Employment Opportunity and Affirmative Action at ABB ABB is an Equal Employment Opportunity (EEO) and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veterans status. For more information regarding your (EEO) rights as an applicant, please visit the following websites: https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf As an Equal Employment Opportunity and Affirmative Action Employer, applicants may request to review the Affirmative Action Plan of a particular ABB facility between the hours of 9:00 A.M. - 5:00 P.M. EST Monday through Friday by contacting an ABB HR Representative at 1-888-694-7762. Protected veterans and qualified individuals with a disability may request a reasonable accommodation if you are unable or limited in your ability to use or access ABB's career site as a result of your disability. You may request reasonable accommodations by calling an ABB HR Representative at 1-888-694-7762 or by sending an email to US-AskHR@abb.com. Resumes and applications will not be accepted in this manner.