HR Contact Center Representative

**_Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You’ve come to the right place. We’re looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we’d like to hear from you. _**

**Working Arrangement**

Hybrid

**The opportunity**

Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference and a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.

The North American Human Resources Contact Center AskHR Team has a career opportunity for a customer service oriented individual to join our collaborative and dynamic team.

**Responsibilities**:

- 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.

**What motivates you?**
- You obsess about customers, listen, engage and act for their benefit.
- You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
- You thrive in teams and enjoy getting things done together.
- You take ownership and build solutions, focusing on what matters.
- You do what is right, work with integrity and speak up.
- You share your humanity, helping us build a diverse and inclusive work environment for everyone.

**What we are looking for**
- Experience within a call center environment is an asset
- 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 & intranet navigation
- Superior customer service experience and skills
- High level of phone confidence and professionalism in interaction with customers
- Excellent verbal & written communication skills in English and French is required
- Ability to multi-task, prioritize and meet timelines
- Ability to handle sensitive and complex information
- Proven team player
- Ability to be resourceful, strong research skills

**What can we offer you?**
- A competitive salary and benefits packages.
- 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.

LI-Hybrid

**About John Hancock and Manulife**

**Manulife is an Equal Opportunity Employer**

**Salary & Benefits**

The annual base salary for this role in the primary location of Waterloo, Ontario is expected to be between $41,025.00 CAD - $68,375.00 CAD.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short