HR Contact Center Specialist

Job Details:

Job Description:

You may know Intel for our processors, but we do so much more. Intel's products are at the cutting edge of technology and make amazing experiences possible for business and society and every person on Earth.

In HR at Intel, we enable this amazing innovation by supporting our Intel employees in all their HR needs. We work together to deliver trusted HR services to foster Intel's success and enrich lives, one person, and one family at a time. If you are interested in starting your career within Intel HR organization and helping employees by providing exquisite customer experience, this is the right opportunity for you.

As the first point of contact for HR support for current and former employees, the primary responsibility is to resolve questions and issues related to the HR life cycle. This requires the ideal candidate to engage with Intel employees through various communication channels such as chat, email, and phone to successfully and thoroughly investigate and resolve the employee issue while providing superb customer service. The case management requires extensive research of relevant guidelines while also staying actively engaged with the employees to ensure they are handled with care during the entire process.

For more complex queries, the ideal candidate will be required to work across multiple teams to successfully resolve the customer issue. In the role, you are expected to share ideas to continuously help improve the organization by enhancing processes, customer engagement, and cross organizational collaboration while owning supporting tasks as assigned.

Key Responsibilities

• Serve as the first point of contact for global employee HR inquiries across multiple communication channels (phone, chat, web). Research HR guidelines, policies, and procedures to resolve employee questions accurately and efficiently. Maintain accurate documentation of employee interactions and solutions in HR systems.
• Escalate complex issues to appropriate stakeholders or specialized teams while maintaining ownership of the case. Deliver excellent customer service by actively listening, demonstrating empathy, and following up to ensure issue resolution.
• Conduct operational audits to identify and capitalize on opportunities for improvement based on GES strategic objectives and priorities. Analyze audit findings to derive concise action plan based on trends and own the implementation with clear accountability and strict adherence to established timelines, ensuring alignment with organizational standards and goals, and delivering a clear return on investment (ROI) or tangible savings. Formally report out progress of audits to management and targeted audience to keep the team engaged and drive the desired change.
• Use and improve existing service content through data analysis and gap detection to facilitate knowledge base usage throughout the service.
• Proactively identify areas for process improvement while managing efforts at different stages of the project.

Expected Skills

• Customer Service Orientation: Ability to handle employee queries with empathy and professionalism.
• Critical Thinking and Problem-Solving: Skillful in researching issues, interpreting guidelines, and finding solutions.
• Excellent Communication: Strong written and verbal skills in English (additional languages may be required or preferred in certain regions).
• Attention to Detail: Ability to maintain accuracy in documentation and follow-through.
• Stakeholder Management: Comfortable engaging with various levels of employees and HR partners.
• Adaptability and Willingness to Work with Ambiguity: Flexible in a dynamic environment with evolving processes.
• The position requires working Monday through Friday from 10:00 AM to 7:00 PM with occasional Sunday support as needed based on business requirements.

Qualifications:

Minimum Requirements

• Must be pursuing or have completed a Technical or bachelor’s degree in human resources, Business Administration, Psychology, or related field. 3+ years of work experience in related fields in lieu of a degree.
• 2+ years of experience in HR Shared Services, HR Administration, and/or HR Contact Center fields.
• Advanced written and verbal English.
• Proficient knowledge in MS tools (Excel, Outlook, Word, PPT, etc.).
• Proficient knowledge in HR systems (Workday, Genesys, SAP, etc.).
• Must have permanent-unrestricted right to work in Malaysia

Preferred Qualifications:

• Process improvement and/or project management certification.
• Experience supporting HR services in more than one region.
• Processes/systems automation experience.

          

Job Type:

Experienced Hire

Shift:

Shift 1 (Malaysia)

Primary Location:

Malaysia, Penang

Additional Locations:

Business group:

Intel's Human Resources group is responsible for hiring, developing and retaining the best and brightest employees while continuing to strengthen the company's culture and values. Intel Human Resources provides first-rate, cost-effective services and support to employees worldwide and is dedicated to advancing Intel's business goals.

Posting Statement:

All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

Position of Trust

N/A

Work Model for this Role

This role will be eligible for our hybrid work model which allows employees to split their time between working on-site at their assigned Intel site and off-site. * Job posting details (such as work model, location or time type) are subject to change.

*

ADDITIONAL INFORMATION: Intel is committed to Responsible Business Alliance (RBA) compliance and ethical hiring practices. We do not charge any fees during our hiring process. Candidates should never be required to pay recruitment fees, medical examination fees, or any other charges as a condition of employment. If you are asked to pay any fees during our hiring process, please report this immediately to your recruiter.