HR Contact Center Specialist

We are seeking a detail-oriented and proactive HR Contact Center Specialist to join our team. The ideal candidate will be responsible for addressing team backlogs and ensuring operational stability, contributing to the smooth and efficient functioning of daily operations.

Key Responsibilities:

• Backlog Management: Review, prioritize, and resolve backlog items, ensuring timely and efficient completion.

• Stabilization Efforts: Identify and address areas of instability within processes and workflows to enhance overall operational efficiency.

• Collaboration: Work closely with cross-functional teams to understand backlog issues and support on agreed processes and procedures.

• Documentation: Maintain detailed records of backlog items, resolutions, and stabilization efforts for future reference and continuous improvement.

• Reporting: Provide regular updates and reports on backlog status and stabilization progress to management.

Other Responsibilities

• First-line support of employees, managers, and executives for all general HR questions, seeking support in HR policies, processes, self-service transactions, and HR content on the online portal.

• Expert and skilled end user for Workday and other HR systems and tools. Document calls and code as appropriate for reporting purposes

• Provide accurate and efficient resolutions of issues and inquiries through multiple channels (e.g., phone, email/ticket, live chat, etc.) by following appropriate resolution/assessment methodologies (e.g., investigating and research)

• Provide timely and reliable employee support that generates a high level of employee satisfaction and inspires confidence through effective communication, expert knowledge, and efficient escalation to resolve issues

• Communicate effectively (written or verbal) matching the style, needs, and level of understanding of the employee to support optimal interaction, through available employee support channels (phone, email, ticket management)

• Recommend process improvements to drive efficiencies, knowledge, and consistencies in our procedures.

• Role may expand to include responsibilities for administration of additional HR processes

Qualifications

• Minimum 2+ years of related experience preferably in a US HR Contact Center/US Healthcare Account and HR Shared Services environment

• Excellent written and oral communication skills

• Ability to follow strict policy guidelines and recognize situations requiring call escalation

• Experience working in a Shared Services environment (HR Shared Services preferred)

• Experience in Workday (or similar), case management tools (Dovetail or SNow preferred)