Job Description

Major Duties :1.Responds to questions and counsels employees and managers on HR policies and processes, HR systems, employee data, and assists with data updates. Inquiries may come in via multiple channels (e.g., e-mail, phone, case management system). Utilizes knowledge base, call tracking systems and/or third party resources to educate customers of the HR Services available to them. Encourages self-service tools such as the HR Portal and other systems when appropriate. Utilizes good judgment to resolve more complex or non-routine matters on their own and within corporate guidelines / standards. Will also be able to differentiate when critical matters need to be escalated to appropriate subject matter experts.2. Demonstrates a positive, professional, customer and delivery orientated image of the company. Acts as a role model to other team members, including clients / customers who seek assistance from the HRSC.3. Is proactive with providing continuous status updates, guidance, and information to customers, key stakeholders, and peers within the HR functional area team(s) to ensure case resolution. Provides feedback and recommends process improvements to management.4. Processes HR Service Center requests such as organization changes, compensation changes, leave requests, other data updates, etc. including complex and non-routine requests.5. Performs HR operational processes such as report generation, background checks, new hire onboarding, etc.6. Ensures high-quality standards for all activities, initiatives, and tasks within the designated functional area(s) of responsibility. Adheres to all service level agreements (SLAs) established by the HR functional area(s)/team(s). Appropriately documents case details and relevant information in the case management system.7. Ensures all functional documentation is up-to-date and available for HR processes.8. Analyzes specific HR data (as requested) and creates formal or ad-hoc reports. Have strong technical skills in multiple areas of expertise and a broader knowledge of HR areas that the HRSC supports.9. Will act as a training resource for other HR Service Center Analysts. Will back up for Team Leaders (TL) for select responsibilities.10. Participates in User Acceptance testing of new systems or features of existing systems.Knowledge : Strong written and verbal communication skills with good analytical and quantitative skills, critical thinking, investigating problem-solving and decision making talents. Detail oriented in their work. Customer service orientation Works effectively as a team member/coach/mentor and provides feedback Basic knowledge of the human resource function HRIS application tools/system knowledge (e.g., PeopleSoft, Microsoft Office) Project management exposure a plusExperience :A College or University degree and/or relevant work experience in human resources is preferred. Minimum 2 to 3 years in a call center with demonstrated ability to handle complex / non-routine inquiries.