As our BSO HR Service Desk Senior Advisor, you'll deliver exceptional HR support by managing stakeholder needs and assisting customers across multiple contact channels. In this permanent role, you'll be a trusted point of contact for employees and stakeholders while helping shape a consistent, customer-focused service experience. You'll handle a wide range of inquiries, support service management activities, and play an important role in improving how HR services are delivered across regions.
Required Qualifications
- Delivered HR operations, HR shared services, HR service desk, customer service, or related support services in a professional environment.
- Managed complex or sensitive customer interactions and resolved issues through effective problem-solving.
- Applied customer service and service management practices to support high-quality service delivery.
- Supported customers through multiple channels, including ServiceNow, phone, email, and chat.
- Built stakeholder relationships across different levels of an organization to improve service outcomes.
- Completed studies in Human Resources, Business Administration, or a related field, or gained equivalent experience.
Preferred Qualifications
- Implemented process automation or artificial intelligence solutions that improved service delivery.
- Supported service improvements through process optimization initiatives.
- Worked within a integral HR shared services or HR operations environment.
- Applied service management frameworks or industry best practices.
What you'll build
- Deliver high-quality HR support across phone, email, chat, and service management platforms.
- Strengthen stakeholder relationships by understanding business priorities and improving support journeys.
- Handle complex customer situations with professionalism, sound judgment, and a solutions-focused approach.
- Identify recurring issues, service gaps, and improvement opportunities that enhance the employee
📌 Sr. Advisor (Monterrey)
🏢 Lego Gruppe
📍 Monterrey
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