Location:LOC6033: Av.
Doutor Cardoso de Melo, 1855, CJ 82, São Paulo, SÃO PAULO, 04548-005 Brazil - KGSIn this role, you will join a fast-paced Human Resources team serving employees, managers, and HR colleagues for the Americas region.
We are looking for team members who enjoy helping employees find answers to their HR-related questions and have a strong interest in improving how HR delivers.
A successful team member will be very detail-oriented, possess a problem-solving mindset, and a keen interest in improving existing processes.Role DescriptionProvide accurate and timely responses to inquiries from employees, managers, and HR business partners regarding HR programs, policies, processes, and systemsResolve inquiries through ServiceNow case management system and via telephony system, striving for first contact resolutionLeverage HR knowledge base to provide consistent customer serviceAssign inquiries to colleagues for resolutionRedirect/escalate inquiries as appropriate within Global People Services, to HR business partners, Communities of Expertise, or outside of HR (Payroll/Digital)Actively build and develop the HR knowledge base to help employees, managers & HR business partners find answers via self-serviceParticipate in continuous improvement projects to improve employee experience and enhance efficiencyApply sound judgment and discretion with sensitive informationProvide input to the development of Workday & ServiceNow enhancements to improve employee experienceUpdate business processes and process documentation to ensure accuracy, relevance, and consistency.Document new processes and or update missing steps in process documents, as needed.Provide guidance and mentorship to Tier 1 HR Advisor to manage intake and resolution of inquiriesMinimum RequirementsBachelor's degree (or equivalent experience) with 3+ years of experience in Human Resources fieldBilingual/native proficiency in Spanish & English; limited proficiency in Portuguese.Availability to work in Mexico City or São Paulo/SPExperience understanding and meeting Key Performance Indicators (KPIs)Experience with HR and case management systemsDemonstrated experience in issue identification and escalationExperience communicating through various intake channelsPrevious contact center experience preferredStrong customer service orientation while maintaining a high level of integrity and confidentialityKidde Global Solutions is An Equal Opportunity/Affirmative Action Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other federally protected class.#J-18808-Ljbffr