Job Description
:The Specialist, HR Contact Centre, is responsible for delivering excellent HR service to employees by handling a wide range of HR inquiries and issues within the HR Shared Services team. As the first point of contact for HR-related questions, this role provides timely and accurate information to employees regarding HR policies, benefits, payroll, and more. The ideal candidate is a service-oriented professional with strong communication skills and a commitment to enhancing the employee experience.
What will you do?
Employee Inquiry Support:
Serve as the primary contact for employee HR inquiries, answering questions related to policies, benefits, payroll, leaves, and other HR services. Resolve inquiries accurately and efficiently to ensure a positive employee experience.
Case Management:
Use case management tools to log, track, and resolve cases in a timely manner. Ensure documentation is clear and comprehensive, and escalate complex issues to senior team members or management when necessary.
Knowledge Sharing and Guidance:
Maintain a thorough understanding of HR policies and processes, sharing insights with employees and providing guidance to ensure they understand and access the resources available to them.
Continuous Service Improvement:
Identify recurring issues and areas for process improvement within the HR Contact Centre. Share suggestions and participate in initiatives aimed at enhancing service delivery.
Collaboration and Coordination:
Work closely with other HR teams, Payroll, Benefits, and IT to resolve complex or multi-functional issues. Facilitate a smooth flow of information and ensure efficient resolution of employee requests.
System and Data Accuracy:
Ensure employee data is managed accurately in HR systems, and uphold data privacy and confidentiality standards in line with company policies and compliance requirements.
Policy and Compliance Adherence:
Adhere to all company HR policies and procedures, ensuring that responses are aligned with legal and regulatory requirements. Stay informed of any updates to policies and communicate changes effectively to employees.
What do you need to succeed?
Communication
Attention to Detail
Problem-Solving
Customer Service Orientation
Time Management
Technical Proficiency
Knowledge of HR Laws & Regulations
Ability to work in a team
Bilingualism (French, English, both oral and written) is required to answer calls from English and French speaking clients across Canada and worldwide.
Assets
Experience in a Service / Call Centre or production environment
Experience with Payroll Administration
Experience and/or post-secondary education with a focus on Human Resources
What’s in it for you?
We’re proud to be recognized as a company with a 2025 Most Trusted Executive team by Great Place to Work® Canada
Access to short-term assignments or ‘Gigs’ across the organization, to help you develop new skills and connections.
A collaborative and interactive team environment
Charitable giving through our You Give, We Give program lets you give back to your community – and in many cases, we’ll match your contributions.
Care Days available for self-care or care of others (i.e., family or others you may support) and Sick Days to support your well-being.
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