Work modality: on-site
(Candidate needs to be available to work in Queretaro' office located in Pie de la Cuesta9
Job Summary
The Service Desk Human Resources Agent serves as a first point of contact for employees, providing high-quality HR support through a centralized HR call center model. This role handles both basic and complex HR inquiries, ensuring accurate information, timely resolution, and an excellent employee experience while maintaining compliance with applicable HR policies and regulations.
Key Responsibilities
Provide frontline HR support through phone, email, chat, or ticketing systems in a shared services or HR call center environment.
Respond to and resolve employee HR inquiries, including:
Company policies and procedures
HR programs and benefits information
Employment documentation and forms
Navigation and usage of the company’s HR portal and systems
Manage and resolve both basic and complex HR inquiries, escalating issues when required in accordance with defined processes.
Interpret and explain HR policies,
procedures, and guidelines accurately while ensuring consistency in responses.
Maintain accurate records of employee interactions, cases, and resolutions in the HR case management system.
Ensure compliance with applicable HR regulations, company policies, and data privacy standards.
Deliver a high standard of customer service while meeting service-level agreements (SLAs) and quality metrics.
Collaborate with HR Centers of Excellence, payroll, benefits, and other HR teams to ensure end-to-end issue resolution.
Identify recurring issues or knowledge gaps and contribute to continuous improvement of HR processes and knowledge base content.
Required Skills and Qualifications
Advanced English Level (calls will be handled in the same language)
Experience providing HR call center or shared services support (preferable)
Strong knowledge of HR service delivery models and employee support processes.
Ability t