HR Contact Centre Senior Representative

1 month ago

Montreal, Quebec, Canada Company 1 - The Manufacturers Life Insurance Company Full time
About the Opportunity

We are seeking a highly skilled and customer-focused HR Contact Centre Senior Representative to join our dynamic team. As a key member of our AskHR Team, you will be responsible for providing exceptional service to our North American 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 customer inquiries in a clear, consistent, and professional manner, within established productivity goals and turn-around times.
  • Educate customers on the 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 calls received.
What We're Looking For
  • Experience within a call center environment is an asset.
  • Bilingual in English and French.
  • Understanding of Human Resource policies, procedures, and tools is an asset.
  • High-comfort working in a fast-paced, high-volume, and ever-changing environment.
  • Exceptional technical capabilities, including computer skills, call-center technologies, and intranet navigation.
  • 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 is required.
  • Ability to multi-task, prioritize, and meet timelines.
  • Ability to handle sensitive and complex information.
  • Solid team player.
  • Ability to be resourceful, 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 and John Hancock

Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, 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.

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