Position purpose
the askhr specialist will provide benefit, compensation, payroll, and related hr process information and guidance to employees, managers, and hrbps. Support includes first contact case resolution utilizing the hr knowledgebase and general understanding of hr policies/programs. In addition, will be responsible for supporting data processing.
qualifications
* bachelor’s degree in human resources or associates degree with 2 years’ experience in a human resources related area
experience
* minimum of 2-year experience in the administration and explanation of hr policies/ procedures (a plus if has some experience with hr in usa)
* experience with end user employee support or other call center experience desired
* minimum of 2 years’ hris experience, preferably workday desired
major/key accountabilities
* perform intake of hr inquiries via case management, telephone, or email. Assess inquiries or reported issues to determine best method of resolution.
* triage call based upon inquiry to determine level of urgency and specific issue.
* demonstrate broad hr/payroll knowledge, as pertains to the various companies, providing employees with relevant information, policy explanation and navigation support.
* utilize knowledgebase and general knowledge to support issues resolution, provide counsel or identify when case escalation is appropriate.
* provide high touch employee service that meets expected service levels and business performance goals.
* coach callers in the use of self-service.
* support the integrity of employee records and workday data.
* perform transactional work and data entry as required, while maintaining data and system integrity.
* document inquiries within the case management tool. Transfers case to next tier or direct caller to third party vendor if appropriate.
* provide follow up communication to employees to ensure satisfaction and case resolution.
* properly document employee contact information and employee notes regarding interaction.
* works collaboratively within a team to share ideas, ownership, and accountability for driving improvements and consistency of execution for key hr processes.
* identify and report any call trends or product trends to the askhr manager.
* provide feedback on employee issues and the knowledgebase so that management can address and improve tools.
* participate in scheduled and ad hoc training in order to improve policy and process acumen.
* support mass mail initiatives, open enrollment and special projects, as assigned.
skills and knowledge
* demonstrated experience interacting with employees at all levels and providing excellent employee service.
* strong analytical and problem-solving skills.
* strong attention to detail, organizational and follow through skills.
* ability to handle and manage multiple assignments and projects while effectively balancing schedules and ad hoc requests.
* knowledge of general hr policies/programs and the ability to communicate such in a concise way to employees.
* excellent telephone manner with clear, concise and professional communication skills.
languages
seniority level: associate
employment type: full-time
job function: human resources
industries: transportation, logistics, supply chain and storage
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