HR Assistant II

About the role

The HR Assistant II supports daily call‑center operations by maintaining constant communication with site operations, senior leadership, content, technology, and other internal clients. The role focuses on real‑time monitoring of service level, volume metrics, and occupancy management.

Key responsibilities

• Maintain real‑time monitoring of service level, call volume, outsourcing percentages, and email backlog.
• Write root‑cause analyses for service failures and identify irregularities affecting service level and candidate experience.
• Discover and escalate outages, perform troubleshooting, and assess impact on stakeholders.
• Understand queues and routing profiles; adjust skill blending, profile modifications, and set up priority queues, visibility thresholds, and preserve availability settings.
• Manage occupancy decisions, including voluntary time off (VTO) and non‑productivity time (NPT) approvals.
• Oversee AUX states, non‑adherence, and coordinate with planning and vendor teams.
• Produce intraday reports, conduct call‑outs, and review or create SOPs based on incident learnings.
• Communicate daily performance summaries and handle leadership queries with appropriate root‑cause analysis.
• Administer user profiles for onboarding, offboarding, access management, and reconciliation.

Required profile

• At least 6 months of customer service experience.
• Minimum 6 months of experience using Microsoft Office products and applications.

Required skills

• Microsoft Office