Human Resources (HR) Contact Center Specialist

The Human Resources (HR) Contact Center Specialist position at ABB Inc. supports employees across the United States and Puerto Rico. The role focuses on delivering day-to-day HR services, responding to questions and escalations, and maintaining compliance with HR standards and applicable legal and regulatory requirements.

Role Overview

In this hybrid role based in Cary, NC, you will manage HR transactions end-to-end while meeting agreed business processes, KPIs, and quality targets. The position also includes expertise for complex cases and projects that require cross-functional collaboration across countries and teams.

Key Responsibilities

• Execute and deliver HR services in line with agreed business processes, KPIs, and quality targets, ensuring timely, accurate, and customer-focused outcomes.
• Handle HR inquiries received through AskHR tickets and phone.
• Serve as an expert for complex business cases and projects by applying operations knowledge and driving collaboration across different countries and functions.
• Spot gaps and opportunities for improvement in existing business processes, lead or own Root Cause Analysis (RCA) handling, and recommend enhancements or simplification based on day-to-day experience.
• Complete control tasks independently, including 4-eye-check / SOX checks, data protection, and country-specific legal and regulatory compliance tasks.

Required Qualifications

• 3+ years of HR experience.
• A bachelor’s degree is preferred but not required.
• Ability to manage daily HR workload on an ongoing basis.
• Capacity to assist customers and resolve complex issues.
• Strong customer service skills.
• Proven ability to manage escalations swiftly and effectively.
• Enhanced knowledge of HR general topics.
• Excellent verbal and written communication.
• Authorization to work for ABB in the US is required.

Reporting Line

Solutions Support Manager

Benefits

• Medical plan choice: Copay Plan (PPO) or High Deductible Plan with a Health Savings Account.
• Dental plan choice: Core and Core Plus.
• Vision benefit.
• Company paid life insurance (2X base pay) and Company paid AD&D (1X base pay).
• Voluntary life and AD&D coverage with 100% employee-paid options up to maximums.
• Short Term Disability up to 26 weeks (Company paid).
• Long Term Disability at 60% of pay (Company paid), with ability to buy up to 66 2/3% of pay.
• Supplemental benefits (100% employee paid): Accident insurance, hospital indemnity, critical illness, and pet insurance.
• Paid Parental Leave.
• Employee Assistance Program.
• Health Advocate support resources for mental and behavioral health, general health navigation and virtual health, and infertility or adoption.
• Employee discount program.
• 401k Savings Plan with Company Contributions.
• Employee Stock Acquisition Plan (ESAP).
• ABB provides 11 paid holidays.
• Vacation provided based on years of service for hourly and non-exempt positions.

ABB Benefit Summary for Eligible US Employees

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

Visit MyBenefitsABB.com and click on “Candidate/Guest” to learn more.