Hr Contact Center Representative

Description:

• Provide exceptional service to our employees and HR colleagues by handling telephone and email inquiries with regards to HR policies, programs and HRIS system. Responsible for providing prompt and accurate responses in a clear, consistent and professional manner, within established productivity goals and turn-around times

• Educate customers at every opportunity on rationale behind policies and Manulife HR self-service tools.

• Maintain updated knowledge of Manulife's HR policies, programs and procedures

• Identify streamlining opportunities for continuous improvement

• Identify trends and patterns of client questions or issues, initiate improvement suggestions or escalate to the appropriate person/department

• Use the call tracking system to track call received

Work hours will be rotating shifts between 8am and 5pm Monday-Friday, overtime may be required on occasion. This position will be located in Montreal or Waterloo.