People Shared Services Representative

Job Description:

What You'll Do

At Cisco, people are our most prized asset, and we care deeply about their experience working here. In this role, youll influence thousands of employee experiences each year as the Primary Support Specialist. We call it the Primary Support Team because we are the first responders for the myriad questions and concerns our people bring to us. As the Primary Specialist, you will be part of a team that provides quality customer service by helping resolve routine and complex HR-related questions and issues. We support special cases through inbound calls, on-line or written requests coming from a variety of sources, including: People & Communities, leaders, employees, or other Primary Care team members.

In addition, this role:

• Provides People & Communities (HR) support to our Employees, which typically includes: Payroll, Compensation, Stock, Benefits etc.,
• Help our employees to navigate them through our human resources corporate programs and policies.
• Analyzes situations from which answers can be readily obtained by applying knowledge of benefits and other human resources-related policies and programs.
• Drives to cases resolution within designated supported HR process area in effective and accurate matter.
• Supports Advanced People & Communities Services, Employee Relations intake and Red Carpet Service.
• Support live channels through Click to Chat & phone support

As a Senior Specialist you will need to:

• Review cases related to your SME Area and track Aging, Escalations, and work with the Team to close the cases with Quick and accurate resolution.
• Meet with Team members aligned in the Team of Teams set up to analyze and provide solutions on Complex and Aging cases and identify Training requirements for the Team on different Topics, Improvement Opportunities.
• Managing/ prepping the Team on various Programs by scheduling Internal De-brief and resources as necessary.
• Ensure you work with Ops Managers to review processes, adhoc instances and share with Stakeholders as necessary.
• Participate in Monthly/ Quarterly Business Reviews

Who You Will Work With

• You will engage with internal service owners, such as Finance Global Shared Services (payroll, stock), Compensation, People & Communities, internal employees and some future employees.
• You will interact with colleagues in other organizations and use their expertise to serve all facets of customers' needs.

Who You Are

• Delivering extraordinary customer service is second nature for you.
• You show empathy and engage others effectively.
• You're a standout teammate who is excellent at relationship building and are able to communicate effectively and collaborate at all levels of the organization.
• You are a self-starter and work well independently at the same time you're a supportive teammate that rally's the team to inspire change.
• You have excellent problem-solving skills.

The following is a description of you and all that you offer:

• A working knowledge of typical HR services and programs and contact center work processes
• Ideally, interested in HR-Payroll related area
• Proficient in using contact center support tools (Case Management / Workday, SAP, etc.)
• Solid understanding of business needs or requirements for assigned HR program(s).
• Ability to handle highly complex issues and bring to successful resolution
• Ability to manage multiple competing priorities simultaneously

Bachelor or Associates degree in addition to two or three years of Customers Service related and/or Human Resources- related experience (ideally within HR-Payroll support area)

Or high school diploma and five years customer service and/or human resources-related experience.

Why Cisco

#WeAreCisco. We are all unique, but collectively we bring our talents to work as a team, to develop innovative technology and power a more inclusive, digital future for everyone. How do we do it Well, for starters with people like you!

Nearly every internet connection around the world touches Cisco. Were the Internets optimists. Our technology makes sure the data traveling at light speed across connections does so securely, yet its not what we make but what we make happen which marks us out. Were helping those who work in the health service to connect with patients and each other schools, colleges, and universities to teach in even the most challenging of times. Were helping businesses of all shapes and sizes to connect with their employees and customers in new ways, providing people with access to the digital skills they need and connecting the most remote parts of the world whether through 5G, or otherwise.

We tackle whatever challenges come our way. We have each others backs, we recognize our accomplishments, and we grow together. We celebrate and support one another from big and small things in life to big career moments. And giving back is in our DNA (we get 10 days off each year to do just that).

We know that powering an inclusive future starts with us. Because without diversity and a dedication to equality, there is no moving forward. Our 30 Inclusive Communities, that bring people together around commonalities or passions, are leading the way. Together were committed to learning, listening, caring for our communities, whilst supporting the most vulnerable with a collective effort to make this world a better place either with technology, or through our actions.

So, you have colorful hair Dont care. Tattoos Show off your ink. Like polka dots Thats cool. Pop culture geek Many of us are. Passion for technology and world changing Be you, with us! #WeAreCisco