HR Contact Center Specialist

At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we'll give you what you need to make it happen. It won't always be easy, growing takes grit. But at ABB, you'll never run alone. Run what runs the world.

This Position reports to:
Solutions Support Manager

Your role and responsibilities:

In this role, you will have the opportunity to perform day-to-day HR transactions for one or several assigned service lines or countries, while also managing complex and escalated tasks. Each day, you will ensure a high-quality customer experience by committing to complete, accurate and timely completion of HR transactions. You will also showcase your expertise by supporting the globally set standards for HR operations and ensuring that the respective business processes adhere to the local legal and regulatory requirements.

The work model for the role is hybrid out of the Cary, NC office. (#LI-Hybrid)

You will be mainly accountable for:

• Operational Services : Provide daily customer service via phone from 8:30am - 5:00pm EST M-F with prompt and professional responses to client and internal inquiries. Strong knowledge of Benefits and Payroll to assist client inquiries. Provide basic information/guidance related to policies and procedures, payroll, compensation, benefits, performance management, verification of employment etc. via phone (helpdesk), ticketing systems or emails. Partner with Talent Acquisition, Compensation, Benefits, Payroll, Mobility and Employee Life Cycle teams in the US and PR. Ensuring confidentiality and data protection, execution and delivery of information and services according to defined Service Level Agreement(s).
• Customer Experience: Provide necessary research, problem solving and resolution support for clients. Escalate more complex issues to management, as needed. Foster a strong customer service culture in the team to ensure a quality service is delivered. Record employee inquiries with an appropriate ticketing system.
• Continuous Improvement: Identify and implement improvement ideas by challenging the status-quo (especially processes that are manual/repetitive). Suggests enhancements, modifications, and refinements to online resources linked to our service offerings. Contributes actively to the continuous enhancement of Knowledge base. May be involved in training as per business needs

Qualifications for the role:

• A relevant associate degree with two years of customer service/case management experience or an equivalent combination of experience and education.
• 1+ years minimum of Payroll and Benefits experience
• 1+ years minimum HR experience
• Fluent in English, bilingual is a plus
• Team player, optimistic, positive, and proactive in approach to work
• Able to anticipate needs and is self-directed.
• Capability to exercise critical thinking skills to investigate and resolve issues
• Ability to adapt to changing environment and support of multiple requests.
• Good verbal and written communication skills
• HCM system experience required, SAP and/or Workday, Service-Now knowledge preferred
• Candidate must be authorized to work for ABB in the US.

What's in it for you:

We empower you to take the lead, share bold ideas, and shape real outcomes. You'll grow through hands-on experience, mentorship, and learning that fits your goals. Here, your work doesn't just matter, it moves things forward

ABB is an Equal Employment Opportunity and Affirmative Action employer for protected Veterans and Individuals with Disabilities at ABB.

All qualified applicants will receive consideration for employment without regard to their - sex (gender identity, gender expression, sexual orientation), marital status, citizenship, age, race and ethnicity, inclusive of traits historically associated with race or ethnicity, including but not limited to hair texture and protective hairstyles, color, religious creed, national origin, pregnancy, physical or mental disability, genetic information, protected Veteran status, or any other characteristic protected by federal and state law.

For more information regarding your (EEO) rights as an applicant, please visit the following websites:

As an Equal Employment Opportunity and Affirmative Action Employer for Protected Veterans and Individuals with Disabilities, applicants may request to review the plan of a particular ABB facility between the hours of 9:00 A.M. - 5:00 P.M. EST Monday through Friday by contacting an ABB HR Representative at 1-888-694-7762.

Protected Veterans and Individuals with Disabilities may request a reasonable accommodation if you are unable or limited in your ability to use or access ABB's career site as a result of your disability. You may request reasonable accommodations by calling an ABB HR Representative at 1-888-694-7762 or by sending an email to [email protected] . Resumes and applications will not be accepted in this manner.

ABB Benefit Summary for eligible US employees

[excludes ABB E-mobility, Athens union, Puerto Rico]

Go to MyBenefitsABB.com and click on "Candidate/Guest" to learn more

Health, Life & Disability

• Choice between two medical plan options: A PPO plan called the Copay Plan OR a High Deductible Health Plan (with a Health Savings Account) called the High Deductible Plan.
• Choice between two dental plan options: Core and Core Plus
• Vision benefit
• Company paid life insurance (2X base pay)
• Company paid AD&D (1X base pay)
• Voluntary life and AD&D - 100% employee paid up to maximums
• Short Term Disability - up to 26 weeks - Company paid
• Long Term Disability - 60% of pay - Company paid. Ability to "buy-up" to 66 2/3% of pay.
• Supplemental benefits - 100% employee paid (Accident insurance, hospital indemnity, critical illness, pet insurance
• Parental Leave - up to 6 weeks
• Employee Assistance Program
• Health Advocate support resources for mental/behavioral health, general health navigation and virtual health, and infertility/adoption
• Employee discount program

Retirement

• 401k Savings Plan with Company Contributions
• Employee Stock Acquisition Plan (ESAP)

Time off

ABB provides 11 paid holidays. Vacation is provided based on years of service for hourly and non-exempt positions.

We value people from different backgrounds. Could this be your story? Apply today or visit to read more about us and learn about the impact of our solutions across the globe.