HR Contact Center Specialist


Brief Summary

                            HR Contact Center Specialist

Job Role:

Serves as the primary point of contact for employee situations related to human resources policies, processes and procedures. Responds to employee inquiries that may be very sensitive in nature. Interprets policies, provisions, and procedures to provides assistance to all levels of employees, management and internal partners to resolve issues. Works under minimal supervision. Performs moderately complex work assignments within a single system, process, or channel.

Minimum Requirements:
•	Bachelors degree or equivalent work experience
•	1+ years relevant to call center work experience 
•	1+ years oral and/or written communication experience
•	Working knowledge of Microsoft Office tools to include Word, Excel and PowerPoint
•	Working knowledge of OneSource, Integrated Performance Management, Recruiting, Benefits or Retirement systems or processes. Integrated Performance Management, ADP 
Job Duties:
•	Primarily researches, analyzes and advises employees on company policies, programs and procedures. Identifies proper direction for escalated investigations and is accountable to ensure an effective efficient and timely response is provided to each contact.
•	May identify trends and notify stakeholders of issues. May coordinate the resolution of discrepancies to ensure employee concerns are appropriately addressed and communicated.
•	May participate in projects and initiatives impacting enterprise-wide policies and programs; anticipates probable areas of concern and recommends appropriate action.
•	Assists with various transactional tasks as assigned. Provides navigational support to employees for self-service channels.
•	May support change management requirements for enterprise-wide programs and processes. Communicates clearly and effectively verbally and in writing for moderate to complex issues.
•	Acquires and applies intermediate knowledge of policies, processes, and industry practices. Acquires and applies intermediate knowledge of systems and/or equipment. Applies critical thinking skills to work assignments.
•	Collaborates with team members to resolve issues and to identify appropriate issues for escalation.
•	Other duties as assigned by management