HR Advisor

Job description:
DEPARTMENT: MyHR

I. GENERAL SUMMARY
Client-focused professional responsible for providing leadership, guidance and ongoing coaching to peer employees. The role will also involve monitoring the performance of the team, providing updates, solutions and feedback. Additionally responsible for response and resolution of employee inquiries by utilizing knowledge management tools and by partnering with other professionals across the organization. Acts as an advocate for the employee and maintains a focus on evolving and improving the employee experience of HR policies, processes and programs. May be required to conduct ongoing research to resolve more complex issues. Throughout the day, works with employees and managers through a variety of contact channels (phone, email, fax and letter), manages MyHR center related projects and maintains employee records and data in SAP and other systems.
II. SPECIFIC DUTIES
COACHING/ MENTORING:
• Provide continuous coaching and assistance to team members, while analyzing employee training needs/requests.
• Provide training when required, with Proof of Learning tests to ensure that gaps in training are identified and appropriate action is taken.
• Complete Quality Monitoring each month with Advisers. Monitor the results and give appropriate feedback.
• Maintain departmental standards for Production, Quality, and Customer Satisfaction (CSAT) as communicated by Supervisor.
• Floor walker – be available for the Advisers in relation to questions and perform side by side quality monitoring etc.
• Queue watching – Maintain Service Levels by monitoring call/ email/ chat queue and Advisor activity.
• Complete Process Improvement Plans where appropriate – to improve quality
• Act as an escalation point for Advisers faced with challenging customer contacts.
• Monitor trends calls/e-mails on re-occurring issues and problems that arise from the customers.
• Provide briefings to the team on updates/issues as appropriate.
• Provide feedback to management regarding necessary changes and updates; including product related policies and procedures, upgrades, and customer care issues.
• Proactively communicate with other departments in identifying and resolving issues to case closure.
• CUSTOMER FOCUSED:
Exhibit a strong customer focused mindset to both ensure adherence to SLA's and delivery of an exceptional experience for nearly 20,000 eBay employees
• Scope of HR activities includes a broad range of HR processes and activities, including:
• Responding to and resolving inquiries from employees, manager, former employees via phone, email, fax, and letter
• Conducting ongoing research and partnering with colleagues to resolve more complex issues
• Using judgment to escalate and route contacts/issues to the appropriate specialists
• Maintaining data and records for people-related processes, programs and systems (e.g. employee transactions such as new hire process and paperwork, employee separations and leaves of absence, etc).
• Managing MyHR center related projects (e.g. continuous improvement and liaison with other partners both internal and external to eBay, Pix transaction process flow redesign, reset regional center contact codes, policy document translation, etc.)
• Processes HR transactions for employees and managers, when the primary self-service channel cannot be used
• Approves and facilitates HR transactions as required by automated (piX) workflows
• Manages accident and incident reporting
• Utilizes Knowledge Base and Inquiry Management Systems to access policy and procedure information as needed and to record case notes
above statements are intended to describe the general nature of work being performed by the employees assigned to this classification. They are not an exhaustive list of all the responsibilities, duties, and skills required of employees so classified.
Employees will be required to follow any other job-related instructions and to perform any other job related duties requested by their supervisor. Associates may also be required to work an alternate shift as business needs dictate and/or work in excess of normal working hours as workloads and seasonal activities are encountered.
The



Skills
III. REQUIRED PERFORMANCE
• Demonstrates the highest degree of integrity and discretion.
• Performance is evaluated against the ability to make judgment calls, the ability to make sound decisions, a desire to make decisions, displaying a heightened level of accountability, demonstrating a sense of responsibility, confidentiality and professionalism.
• Meets or exceeds all published standards measured on a periodic basis
• Thrives in a team environment, demonstrates a positive attitude, embodies the core values of eBay, Inc.
• Communicates appropriately with all levels of employees, managers, vendors and former employees.
• Maintain acceptable level of commitment which includes more than just showing up for work, more than just performing expectations, seeking out additional responsibilities (not OT), volunteering for special projects, identifying oneself as a go-to individual, flexibility with change and a passion for the product and company.
• Regular and predictable attendance is required.

IV. JOB QUALIFICATIONS
• Education
HS Diploma or Educatg Equivalent, BS/ BA Degree preferred
• Experience
Basic Minimum Qualifications
• 6+ years of Human Resources and/or customer facing environment experience
• A demonstrable track record with coaching / mentoring or training people.

Preferred Qualifications
• Multi-lingual capabilities may be required, according to region and position requirements
• Knowledge, Skills, and Abilities
• Strong customer service orientation
• An understanding of basic HR processes and policies is preferred
• Proactive and solution focused with an ability to deal with difficult interactions and swiftly resolve employee issues
• Ability to learn/acquire new knowledge related to basic HR processes and inquiries
• Ability to determine appropriate escalation when required
• Strong interpersonal and documentation skills
• Excellent listening and questioning skills
• Strong coaching/ mentoring skills
• Ability to use technology (including data entry into SAP) and multi-task
• Able to prioritize high volume workloads & frequent employee/client contact.
• Some experience or understanding on enabling technologies and how they work within a client-service environment.
• Attention to detail and high work standards in support of accurate, flawless delivery.


V. ADDITIONAL REQUIREMENTS
• Multi-lingual capabilities may be required
• Flexibility to work a variety of shifts may be required

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