HR Coordinator - Employee Contact Center

WestRock Company • Atlanta, GA • 1w ago

The opportunity:

The Employee Contact Center team plays a key role in the planning, implementation, and support of key people programs and processes. Our Centralized HR team provides accurate, consistent, and timely responses to people service inquiries from various contact channels including phone, email, web, case, and chat. The Employee Contact Center primarily exists to connect Smurfit-Westrock team members, family members of Smurfit-Westrock team members, alumni, managers, human resources, and vendors providing people services with content and data through intuitive direct service, responding to inquiries, and supporting people to ensure seamless experience and resolution. The Employee Contact Center team supports Smurfit-Westrock\u2019s people services in the North America Region with support in two languages (English and Spanish).

Our HR Coordinator within the Employee Contact Center collaborates to provide a full spectrum of people services focused on delivering quality excellence with care.

How you will impact Smurfit-Westrock:

Handle incoming inquiries, identify, and document issues, and provide the necessary HR support.

Escalate complex issues that require further review for research and resolution.

Provide exceptional customer care and ensure resolution of issues.

Contribute to continuously improving the people services in quality, efficiency, and care.

Navigate through multiple computer applications simultaneously for resolution.

Build relationships with HRBPs, GMs, and other COE partners to resolve HR-related issues.

Perform other duties as assigned.

What you need to succeed:

Some HR experience or relevant education is required.

Fluent in English and Spanish (verbal and written) required.

Familiarization with a Centralized HR or HR Contact Center environment is preferred.

Bachelor\u2019s degree in human resources, Business Administration, or related discipline is strongly preferred.

Demonstrates good judgment and maintains confidentiality with the ability to "think on your feet".

Ability to work under tight deadlines and handle multiple priorities.

Strong customer service mindset with strong communication skills, attention to detail, and process-oriented solution capabilities.

Detail orientated and comfortable providing thorough education on various topics.

Advanced computer skills to include the use of computer programs such as Microsoft Office (Outlook, Word, Excel, PowerPoint), phone, Chatbots, case management software; other HR systems experience, preferred.

Collaborative team player.

Smurfit Westrock (NYSE:SW) is a global leader in sustainable paper and packaging solutions. We are materials scientists, packaging designers, mechanical engineers and manufacturing experts with a shared purpose: Innovate Boldly. Package Sustainably. Guided by our values of safety, loyalty, integrity, and respect, we use leading science and technology to move fiber-based packaging forward.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

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