HR Call Center Representative

Work Setup: Fully Remote

Location: Makati, Metro Manila, Philippines

Summary:

The HR Representative is under the supervision of the Support Center Manager, this position is part of the Hershey Business Platforms (HBP) Human Resources Support Center which provides support to customers across a variety of HR-related services including responding to customers' questions and needs, advising on HR policies and practices and executing transactions which support the customer’s requests. Additional responsibilities include administration, regular communication, research, and problem solving, and auditing of systems information.

Major Duties/Responsibilities:

Manage Employee Inquiries

• Responsible for responding to employee calls/emails/mail (requests of all types) through the ServiceNow system and/or SuccessFactors with high sense of urgency.
• Educates employees seeking information and guidance on various HR-related topics including pay, data changes, processing HR actions, policies, and procedures.
• Responds to employee inquires for benefit plans, including determining employee eligibility and/or contribution level, enrolling employees, and their dependents in plans, maintaining proper documentation and corresponds with employees concerning plans.
• Assists with changes in benefit policies, procedures, and applicable laws. Supports Benefits Open Enrollment period. Uses provided knowledge articles to ensure that processes are executed according to the global standards.
  
  

Execute Global Transactions

• Administers HR global transactions in SAP HR and/or SuccessFactors including terminations, dependent updates, and employment verifications.
• Uses provided knowledge articles to ensure that all processes are executed according to the global standards.
  
  

Continuous Improvement

• Seeks opportunities for process improvement to streamline or improve processes and makes suggestions to Support Center manager.
• Special Assignments: As assigned by Manager or HR Service Delivery leadership.
  
  

Minimum Education and Experience Requirements:

Education: Bachelor’s Degree required, in Human Resources or any related discipline

Experience:

• At least a year of related experience (as an HR Representative)
• At least 2 to 3 years of insights and analytics experience
• Knowledgeable in HRIS systems, SAP HR, and SAP CRM, ServiceNow, preferable SuccessFactors
• Spoken and written fluency in English required (Spanish and French are a plus)
• Strong communication skills
• Presentation and training skills
• Must be a team player and work well with others
• Ability to work on multiple assignments simultaneously
• Consistently demonstrates Hershey's Behaviors
• Problem-solving skills
• Excellent customer service skills