THE PERSON

You are customer-focused, adaptable, and comfortable working in a fast-paced, global environment. You are a strong team player who can effectively navigate AI-enabled service delivery models , live agent interactions, and HR case management while collaborating across regions, time zones, and cultures.

KEY RESPONSIBILITIES

• Serve as Tier 1 HR Contact Center support , handling employee and manager inquiries via HR AI Agent, Live Chat (Live Agent), and case management systems channel
• Review, validate, and resolve AI-assisted cases , ensuring accuracy and seamless employee experience.
• Provide first-level responses to HR-related questions on administrative procedures, policies, and standard practices.
• Utilize HR systems to document, track, and escalate cases in accordance with defined processes and service guidelines.

SME (Subject Matter Expert) Responsibilities