HR Contact Centre Representative

1 month ago

Montreal, Quebec, Canada Manulife Full time

Job Title: HR Contact Centre Representative

Job Summary:

We are seeking a highly skilled and customer-focused HR Contact Centre Representative to join our team. As a key member of our HR Contact Centre, you will be responsible for providing exceptional service to our employees and HR colleagues by handling telephone and email inquiries related to HR policies, programs, and HRIS systems.

Key Responsibilities:

  • Provide prompt and accurate responses to employee inquiries, ensuring a high level of customer satisfaction.
  • Educate customers on HR policies and procedures, as well as Manulife's HR self-service tools.
  • Maintain up-to-date knowledge of Manulife's HR policies, programs, and procedures.
  • Identify opportunities for continuous improvement and implement changes to streamline processes.
  • Use call tracking systems to track and analyze call data.
  • Work rotating shifts between 8am and 5pm Monday-Friday, with occasional overtime required.

What We're Looking For:

  • Experience in a call centre environment is an asset.
  • Bilingual in English and French is required.
  • Understanding of Human Resource policies, procedures, and tools is an asset.
  • High comfort working in a fast-paced, high-volume environment.
  • Exceptional technical capabilities, including computer skills and call centre technologies.
  • Good judgment in interpreting and applying HR policies and procedures.
  • Superior customer service experience and skills.
  • High level of phone confidence and professionalism in interaction with customers.
  • Excellent verbal and written communication skills in English and French.
  • Ability to multi-task, prioritize, and meet timelines.
  • Ability to handle sensitive and complex information.
  • Solid team player.
  • Ability to be resourceful and have strong research skills.

What We Offer:

  • A competitive salary and benefits package.
  • A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.
  • A focus on growing your career path with us.
  • Flexible work policies and strong work-life balance.
  • Professional development and leadership opportunities.

About Manulife:

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. We operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups, and institutions.

Our Commitment to Diversity and Inclusion:

We foster an inclusive workplace where everyone thrives. We lead with our Values every day and bring them to life together. We create opportunities to learn and grow at every stage of your career. We invite you to help redefine the future of financial services. We build a business that benefits all stakeholders and has a positive social and environmental impact.

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