HR Contact Center Representative (HR Operations)

TL;DR

HR Contact Center Representative (HR Operations): Serving as the primary point of contact for global employee HR inquiries via phone, chat, and email with an accent on policy research and case management. Focus on resolving complex HR queries, maintaining detailed documentation, and conducting operational audits to improve service quality.

Location: Hybrid (San Jose, Costa Rica)

Company

Global technology leader specializing in processors, computing, networking, and data storage.

What you will do

• Act as the first point of contact for global employee HR inquiries across phone, chat, email, and web channels.
• Research and apply HR guidelines, policies, and procedures to resolve employee questions accurately.
• Maintain detailed documentation of employee interactions and solutions in HR systems.
• Manage and escalate complex issues while maintaining case ownership until resolution.
• Perform operational audits to identify improvement opportunities and implement solutions.
• Analyze service data to enhance content and knowledge base effectiveness.

Requirements

• English: Advanced (C1) proficiency required.
• Bachelor's degree in HR, Business Administration, Psychology, STEM, or 2+ years of equivalent experience.
• 2+ years of experience in HR Shared Services, HR Administration, or HR Contact Center fields.
• Proficiency with MS Office tools (Excel, Outlook, Word, PPT).
• Experience with HR systems such as Workday, Genesys, or SAP.
• Must be based in Costa Rica; position is not eligible for immigration sponsorship.

Nice to have

• Certification in process improvement or project management.
• Experience supporting HR services across multiple geographical regions.
• Experience with systems or processes automation.

Culture & Benefits

• Hybrid work model allowing a split between on-site and off-site work.
• Opportunity to start or advance an HR career within a global technology leader.
• Fixed schedule: Monday to Friday, 8am to 5pm (occasional Sunday support may be requested).
• Commitment to ethical hiring practices and RBA compliance.