Global HR Specialist

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About The Job

The Global HR Specialist, HR Shared Services (HRSS), will be the primary point of contact for employees seeking HR assistance and will provide support across various HR functions, including onboarding, employee data management, and policy inquiries. Operating in a fast-paced, multinational environment, the HRS Specialist ensures service excellence, confidentiality, and accurate execution of HR tasks while leveraging tools like HRIS and ticketing systems. This role supports employees across the world and is instrumental in maintaining a positive employee experience.

As a Global HR Specialist, HR Shared Services, You Will…

• Act as the first point of contact for HR inquiries across various channels (e.g., email, ticketing systems, chat) and resolve issues at the first point of contact where possible.
• Process HR transactions such as onboarding, data changes, and HR inquiries within established SLAs.
• Ensure compliance with HR policies, labor laws, and data protection regulations while managing sensitive employee data.
• Use HR technologies (e.g., HRIS system) to execute and track HR processes and update employee records accurately.
• Provide high-quality customer service by responding to employee questions on benefits, policies, and procedures.
• Collaborate with on-site HR teams and other stakeholders to escalate and resolve complex issues.
• Support the maintenance of knowledge base content, FAQs, and SOPs to improve service delivery and employee self-service capabilities.
• Contribute to process improvement initiatives aimed at enhancing efficiency and operational excellence.
• Monitor ticket queues to ensure timely responses and resolution of inquiries, escalating issues as needed.
• Participate in ongoing training to stay updated on HR policies, system updates, and process changes.
  
  

• College-level education, preferably in Human Resources, Business Administration, or a related field preferred.
• 2+ years of experience in an HR Shared Services, HR Helpdesk, or HR Operations role. Can also be some combination of shared services and general HR experience supporting multiple regions.
• Experience working in HRIS platforms and ticketing systems.
• Experience with Dayforce and Jira is considered a plus.
• Fluent in English with excellent written and verbal communication skills.
• Experience working in a multinational or shared services environment preferred.
• Exceptional customer service skills, with a focus on empathy, responsiveness, and professionalism.
• High attention to detail and accuracy when managing sensitive HR data.
• Proficiency in Microsoft Office Suite or Google Workspace tools.
• Proven problem-solving and decision-making skills with the ability to prioritize in a fast-paced environment.
• Must be willing to work on a night shift schedule.
• Must be open to a hybrid work arrangement, including on-site reporting at designated locations as required.