As an HR Contact Center Senior Specialist , you will play a crucial role in delivering high-quality HR support and services to our employees and clients. You will serve as the first point of contact for HR-related inquiries and provide prompt, accurate, and efficient responses to resolve various HR issues and requests. Your primary responsibilities will include:

Position Responsibilities:

• Provides organizational support or service in routine situations and daily operations under moderate supervision.

• Gives regular input in support of decision-making. Initial point of contact for employees with routine HR-related inquiries and issues.

• Interacts with internal stakeholders within own team and may also interact with external stakeholders including clients, customers, carriers or agents.

• Adapts and exchanges information following standard guidelines and procedures with internal and external parties who typically have shared interests.

Critical Deliverables: 

• Under limited supervision, applies considerable HR knowledge to perform a broad range of tasks which include but are not limited to assisting executives, managers, and employees with questions regarding general HR policies, practices, processes, and systems.

• Works on moderately difficult assignments, requiring judgment in resolving issues and/or in making recommendations.

• Processes complex HR and benefits transactions and supports the auditing of information.

• Point of contact for employees with complex HR-related inquiries and issues.

• Point of contact for managers needing in-depth HR systems and process support.

• Adheres to established processes, procedures, and systems to resolve employee inquiries.

• Provides superior customer service to all employees by promptly responding to employee inquiries.

• Provides professional, tactful and discrete communications when handling sensitive and/or confidential information.

• Achieves performance measures and adheres to established customer service standards.

• Escalates non-routine matters to appropriate individuals or groups.

• Maintains records relating to employee inquiries via a case management tool.

• Participates in information sharing with other service center representatives.

• Ability to achieve pre-determined average Call Review Rating score and Case Management tickets.

• May aid junior staff with more complex support tasks that require a higher level of understanding of functions, as directed by immediate supervisor.

• May escalate issues to supervisor for resolution, as deemed necessary.

• Review and comply with the Code of Business Conduct and all applicable company policies and procedures, local, state, and federal laws and regulations.

• Assist with various projects as assigned by direct supervisor.

Critical Experience:

• At least 3 years’ related experience.

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

• Proficiency in Microsoft Office Suite.

• Ability to work in a fast-paced environment.

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

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

• Strong problem-solving, analytical, and critical thinking skills.

• Excellent written and oral communication skills.

• Ability to work in a collaborative team environment.

• Willing to work in shifting schedule depending on business needs.