payroll associate ( Temporary work-at-home) | centrisAlorica Philippines

Job Description
Handles and addresses inbound voice, email, and chat inquiries.
Identifies and escalates continuous improvement opportunities.
Manages SLAs and customer experience.
Answers inbound voice mails, emails, and chat inquiries from 866-Alorica, ****@Alorica.com and other internal access numbers. (Some external/internal Outbound required).
Tracks and categorizes inquiries using Microsoft Application.
Works with GRD Team to build, develop, and maintain current and future training materials, knowledge enhancers and job aids.
Liaises with Payroll experts as required to maintain/update reference systems
Participates in engagement and project requiring support to identify and plan Service Desk alignment during project rollout and implementation.
Recommends forecasting and process changes for the Global Reception Desk Team within and beyond the scope of assigned responsibilities to ensure the most efficient operations and processes possible.
Responsible for understanding and complying with all company policies and procedure.
Handles Payroll Ticketing using ServiceNow system
Responsible to cover US hours of operations
Required Skills & Experience
Good communication and listening skills
Basic knowledge in MS Office
6 months BPO experience