Opportunity
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.
Contact Center Associate
Location: Juarez, Actual León, Posición hibrida
Opportunity
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.
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

📌 Contact Center Associate (Benito Juárez)
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📍 Benito Juárez