Global HR Operations Associate
The Walt Disney Company
Lake Buena Vista, FLThis was removed by the employer on 7/24/2017 12:57:00 PM PST
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Full Time Job
Global HR Operations Associate (Orlando)
At Disney, we're storytellers. We make the impossible, possible. We do this through utilizing and developing cutting-edge technology and pushing the envelope to bring stories to life through our movies, products, interactive games, parks and resorts, and media networks. Now is your chance to join our talented team that delivers unparalleled creative content to audiences around the world.
The Global HR Operations team is responsible for the strategic development and execution of HR services and information to employees, managers, and HR partners throughout the Enterprise.
This position will sit in the Orlando/Lake Buena Vista GHRO offices. Candidates must be fully available to work during standard business hours as well as night, weekend and holiday shifts.
Responsibilities
HR Inquiries and Transactions
• Answer large volume of phone calls
• Work in chat channel
• Utilize knowledge management tools to provide accurate information for employees across the enterprise
• Respond using case tool to address client inquiries
• Research and resolve issues according to defined scope
• Accurately record case details in case tools
• Conduct routine transactions specific to role following the standard operating guidelines
Customer Service
• Provide excellent customer service
• Recognize and escalate customer issues by reviewing individual case history
Problem Identification
• Identify opportunities in employee or agent content
• Identify and escalate systemic issues by recognizing increase in certain call or request types
Basic Qualifications
• Previous work experience in an operations environment
• Previous Disney experience
• Demonstrated excellence in customer service
• Demonstrated problem solving skills
• Very strong verbal and written communication skills as well as telephone, email, and chat etiquette skills
• Ability to multi task and prioritize/handle competing priorities in a fast paced environment
• Ability to understand case notes in order to provide excellent customer service and to identify/escalate other issues or root causes
• Self motivated to take initiative and ownership on issues and identify when escalation is needed
• Ability to identify patterns that could indicate systemic issues
• Demonstrated ability to work with diverse personalities
• Demonstrated ability to function in a team environment
• Demonstrated strong ability to build relationships internally and externally
• Demonstrated ability to adjust to change in a positive, productive manner
• Ability to demonstrate awareness of and acknowledgement of segment differences
• Demonstrated ability to handle confidential information
• Ability to be flexible with work schedule, including evenings
• Demonstrated proficiencies in Microsoft Suite, including Access
• Demonstrated knowledge and familiarity with SAP (ELE/Payroll) and ServiceNow
• Multi-lingual capabilities (fluency in English as well as a second language – either Spanish or Portuguese or Haitian-Creole.
Required Education
• High School Diploma or equivalent experience
Preferred Education
• College Degree or equivalent experience
Company Overview
At Corporate, you'll team with the best in the business to build one of the most innovative global businesses in any industry. Uniquely positioned at the center of an exciting, multi-faceted Company, the forward-thinkers at Disney Corporate constantly pursue new ideas and technologies to help the Company's many businesses drive value, all the while gaining something valuable from the experience themselves. Come see the most interesting Company from the most interesting point of view.
Additional Information:
This position is a legal entity of The Walt Disney Company, an equal opportunity employer.