HR Support Associate (Phone Inbound)

About the role

Sutherland is hiring an HR Support Associate in Portmore, Jamaica, to handle phone-related contact from employees across the US. The associate works one-on-one with employees, partnering with HR Business Partners, Benefits, Leave Management and Payroll to find solutions and provide a world-class employee experience. The role uses a case management system to document and track every call accurately.

Key responsibilities

• Answer calls and respond to emails from employees about employment issues
• Research information using available resources and encourage self-service tools
• Update employment information and process employment requests
• Rout calls to the appropriate resource
• Learn governing labour laws (state by state) through research and training
• Handle confidential information with integrity and improve processes through analytical thinking

Required profile

• 18 years or older
• Minimum of 3-4 CXC/GCE/City & Guilds subjects including English, or a US high school diploma or GED
• Valid government ID, TRN and NIS card
• Flexible availability for any day and any assigned shift, including weekends and public holidays
• Able to pass a criminal background check and drug test, and to train and/or work onsite
• Experience in customer service is an asset

Required skills

• Basic PC keyboarding and Microsoft Office (Outlook, Word, Excel)
• Multi-tasking and prioritisation; CRM application experience preferred
• Troubleshooting and technical issue resolution
• Excellent verbal and written communication

What we offer

• Competitive pay with incentives, overtime and shift differentials, plus annual merit increases
• Paid training, vacation and sick leave, health and life insurance
• Lunch benefits, shuttle services and a free on-site medical suite
• Discounts with corporate and retail partners, paid referral program and career development opportunities