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HR Contact Centre Senior Representative
2 months ago
About the Role
We are seeking a highly skilled and customer-focused individual to join our HR Contact Centre team as a Senior HR Advisor. In this role, 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 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 process improvements and implement changes to enhance the customer experience.
- Use call tracking systems to monitor and analyze call data, identifying trends and patterns to inform business decisions.
- Work rotating shifts between 8am and 5pm, Monday to Friday, with occasional overtime required.
What We're Looking For
- Experience in a call centre environment, with a strong focus on customer service.
- Bilingualism in English and French, with excellent verbal and written communication skills.
- Understanding of HR policies, procedures, and tools, with the ability to interpret and apply them effectively.
- High level of technical proficiency, including computer skills and call centre technologies.
- Strong analytical and problem-solving skills, with the ability to work in a fast-paced environment.
- Excellent judgment and decision-making skills, with the ability to handle sensitive and complex information.
- Strong team player with excellent communication and interpersonal skills.
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.
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.
Our Commitment to You
- Values-first culture: We lead with our Values every day and bring them to life together.
- Boundless opportunity: We create opportunities to learn and grow at every stage of your career.
- Continuous innovation: We invite you to help redefine the future of financial services.
- Delivering the promise of Diversity, Equity and Inclusion: We foster an inclusive workplace where everyone thrives.
- Championing Corporate Citizenship: We build a business that benefits all stakeholders and has a positive social and environmental impact.
