Contact Center Associate

Location: Juarez, Actual León, Posición hibrida

Opportunity
- The associate resolves standard inquiries using approved knowledge articles, SOPs, FAQs, and job aids, while ensuring accurate case documentation, appropriate routing, data privacy, and a positive associate experience.

Key Responsibilities
- Customer Service: Empathy, patience, active listening, call handling, de-escalation, ownership, and professional communication.
- HR Process Awareness: Basic understanding of H2R processes, policies, and HR Shared Services ways of working.
- Contact Center Operations: Experience with queue management, multi-channel support, call documentation, call control, and service level expectations.
- Case Management: Ability to document, categorize, route, and close cases accurately.
- Triage & Escalation: Sound judgment to resolve, redirect, route, or escalate based on defined rules.
- Confidentiality: Strong data privacy, authentication, and information-sharing discipline.

Qualifications and Experience

Education




- Graduate/Bachelor's degree in Human Resources, Business Administration, Business Operations, or a related field preferred.

Experience
- 2-4 years of experience in a contact center, HR Shared Services, employee support, customer service, or service desk environment preferred.
- Ability to manage call flow, active listening, probing questions, de-escalation, and clear closure of associate inquiries.
- Experience working with Avaya/other telephony tool, ServiceNow, Workday, myHR, Service Now (SNOW) or another HR case management / ticketing platform preferred.
- Experience operating in an SLA-driven environment with quality, documentation, and compliance expectations preferred.
- Experience supporting global or multi-region employees preferred.

Language Requirements

Technical / Functional Knowledge
- Basic understanding of Hire-to-Retire processes and HR Shared Services operating models.
- Ability to navigate SOPs, FAQs, policy documents,

📌 Contact Center Associate (Ciudad Juárez)
🏢 Kohler
📍 Ciudad Juárez