HR Resource Center Representative

Job Summary:
The HR Resource Center Representative is responsible for Tier 1 support for employee inquiries received via multiple sources (telephone, e-mail, direct interaction, etc.), providing a high level of customer service to employees focused on First Touch Resolution. Develop a working knowledge of general HR programs, policies, procedures, and guidelines supporting the HR function. Responsible for issue identification, case management initiation, issue resolution, and when needed, escalation to appropriate Tier 2 support.

Tier 1 Support and Resolution:
-Respond to inquiries and provide Tier I support of basic to moderate complexity inquiries submitted to Resource Center-to include general inquiries, feedback, or notification of incidents using call scripts and knowledge base to provide appropriate responses.
-Actively redirect customers to self-service options as appropriate, teaching them how to be self-sufficient in the use of direct access tools and the HR knowledge base.
-Use computerized systems for tracking, information gathering, and/or troubleshooting pertaining to each inquiry.
-Document issues and identify appropriate actions to resolve inquiries.
-Obtain supervisory input to resolve new types of problems.
-Give periodic status reports in written and verbal formats.
-Professionally handle all inbound/outbound inquiries.
-Place out-bound calls to assist with follow-up requirements.
-Problem resolution.
-Provide superior customer service to the employees and managers.
-Contribute to a high-caliber service environment by ensuring the timeliness of customer responses and ensuring transactions are processed in a consistently accurate and timely manner.

HR Operations and Transaction Support:
-Responsible for day-to-day operational support for key HR business processes and applications related to Recruiting, Employee/Manager Self-service transactions, Absence, Performance Management, Benefits, Payroll, Finance, and Compensation.
-Process Workday transactions for occasional concierge service.
-Perform proactive outbound follow-up communications, as necessary.
-Execute tasks in accordance with standard operating procedures, including data-entry transactions in Workday or other systems.
-Collaborate with HR Business Partners and Managers on low complexity issues.
-Train New HR Resource Center Representatives.

HR Knowledge Base Content:
-Support Development of HR Knowledge base content.
-Stay current on all new & upcoming System functionality; Policy and Procedure, Regulatory and Compliance changes for the purpose of informing business and resource center.
-Partner with HR Business partners and Center of Expertise to understand all new and existing policies.

Projects and Process Improvement:
-Provide continuous feedback to manager about trends, processes, and opportunities for improvement.
-Identify and recommend process improvements that significantly reduce workloads or improve quality for his/her assigned area(s) of responsibility.
-Assist with testing of enhancements to key HR applications and related processes; ensuring system enhancements are thoroughly tested; assess impacts to employees, managers, and/or HR.