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HR Contact Centre Consultant - Jordanian National

Ernst & Young

Amman, Jordan

Ref: NP946-564

Job description / Role

Are you passionate about delivering goals to your client that go above and beyond their expectations? To serve as a consultant and trusted advisor to service lines? If yes, take your HR skills and knowledge to the next level as “HR Contact Centre Consultant”.

We will help you make an impact with our training and mentoring offerings. Here, you will have the opportunity to expand and apply your skills in ways you never thought possible.

As part of our Core Business Services (CBS) team, you will support the important business enablement functions that keep our organization running strong. As a CBS professional, you will work across teams to provide the knowledge, resources and tools that help EY deliver exceptional quality service to our clients, win in the marketplace and support EY’s growth and profitability.

The opportunity

Working within the talent team, you will contribute to the deployment and the sustainability of the HR Contact Centre across the MENA region. This role will work closely with the HR Enablement Lead to ensure consistency of user experience, client satisfaction, timeliness and responsiveness of service, quality of service, efficiency of delivery etc.

Your key responsibilities

As a Contact centre consultant, you will look to support the main activities of transitioning the organization to a HR contact centre model and for the delivery of tier 2 services. Other key responsibilities include:

• Responsible for identifying any areas of improvement in line with Business movement and growth.
• Efficiently deliver the integrated tier model through the HR Contact Centre technology (Service Now HR) composed of Case Management, Knowledge Management and multi-entry channels.
• Provide an exceptional Employee experience through all query handling.
• Ensure accuracy and attention to detail in all case management queries.
• Help internal clients and colleagues adjust to change in EY processes and structures by identifying likely issues and providing support to enable the change.
• Ensure accuracy and attention to detail in all case management queries.
• Understand and use the correct methodologies, tools and technology.

Skills and attributes for success

• Building positive relationships with functional colleagues and members of other teams with integrity and authenticity.
• Ability to be resilient, practical and a self-starter, comfortable with working on own and with teams.
• Responsiveness to business needs, demonstrating speed of response through own actions and proactively proposing ideas and solutions.


To qualify for the role you must have

• 3-5 years of experience working in HR operations or a similar function, preferably within MENA region.
• Knowledge of HR systems, basic HR measurement and process improvement preferred
• Able to work independently but able to readily identify when to share information with immediate team (for knowledge or best practise) or when to escalate significant issues

Ideally, you’ll also have

• Time and project management skills – able to plan and manage time effectively and flex up and down to deal with key priorities
• Demonstrates calm and objectivity when under pressure

What we look for

We’re interested in professionals with a deep understanding of general HR operations. You’ll need to be comfortable handling several responsibilities at once, often with shifting priorities. It’s a highly collaborative environment, where you’ll be building and maintaining relationships with colleagues and clients at all levels – so you’ll also need to be genuinely engaging, with interests and contacts in communities outside of your work life.

What working at EY offers

We offer a competitive compensation package where you will be rewarded based on your performance and recognised for the value you bring to the business. We also offer:

• Support and coaching from some of the most engaging colleagues around
• Opportunities to develop new skills and progress your career
• The freedom and flexibility to handle your role in a way that’s right for you

About EY

As a global leader in assurance, tax, transaction and advisory services, we’re using the finance products, expertise and systems we’ve developed to build a better working world. That starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. Whenever you join, however long you stay, the exceptional EY experience lasts a lifetime. And with a commitment to hiring and developing the most passionate people, we’ll make our ambition to be the best employer by 2020 a reality.

If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.
Build your legacy with us.

Apply now.

About the Company

EY is a global leader in assurance, tax, transactions and advisory services. Our 167,000 people are united by our shared values, which inspire our people worldwide and guide them to do the right thing, and our commitment to quality, which is embedded in who we are and everything we do.

EY is committed to doing its part in building a better working world for our people, for our clients and for our communities.

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