People Operations Sr Coord
On-siteNew Cairo, Cairo, Egypt
Job Summary
Serve as the primary contact for HR queries, ensuring timely resolution or appropriate redirection while maximizing first-call resolution. Log and manage employee inquiries using the ticketing system, triage tickets to relevant HR teams, and monitor resolution timelines. Identify and implement process improvements, track recurring issues, and prepare weekly and monthly reports on call center performance. Advise employees on HR policies, entitlements, and procedures, ensuring service delivery meets defined SLAs and KPIs. Support onboarding, training, and documentation for HR team members, generate and manage attendance reports, and ensure accurate payroll integration. Issue disciplinary letters, handle ID card management, and conduct exit interviews for Level 3 employees to support strategic HR decisions.
Required Qualifications
- HR Shared Services process and SLA management experience
- Process management and continuous improvement with a focus on optimization and productivity
- Very good English language skills
- Very good command of MS office and its applications
- Strong communication skills
- Demonstrated track record of strong service delivery
- Stakeholder management and empathy
- Ability to priorities and identify potential issues prior to escalations
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