Contact Center Associate

Location: Juarez, Actual León, Posición hibrida

First point of contact for associates and managers seeking Hire-to-Retire support. The role provides accurate, timely, and professional Tier 1 support through ServiceNow/myHR, phone, email, chat, and approved digital channels. 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 escalation 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. Prior experience handling high-volume employee or customer interactions through phone, chat, email, or ticketing channels 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 environ

📌 Contact Center Associate (Benito Juárez)
🏢 Sterling Kohler
📍 Benito Juárez