Company
Specialist,HRContactCenter
“Specialist, HR Contact Center. Skills: Backlog Management, Stabilization Efforts, First-line support of employees, managers, and executives for all general HR questions, Provide accurate and efficient resolutions of issues and inquiries through multiple channels, Provide timely and reliable employee support that generates a high level of employee satisfaction and inspires confidence. Addressing team backlogs and ensuring operational stability. Review, prioritize, and resolve backlog items, ensur”
What You'll Achieve.
ensuring operational stability; contributing to the smooth and efficient functioning of daily operations; enhance overall operational efficiency; generates a high level of employee satisfaction and inspires confidence; drive efficiencies, knowledge, and consistencies in our procedures
Industry & Context.
problem-solving; analytical; critical thinking skills
What They're Looking For.
Must Have
Minimum 2+ years of related experience preferably in a US HR Contact Center/US Healthcare Account and HR Shared Services environment, Ability to follow strict policy guidelines and recognize situations requiring call escalation, Ability to work in a fast-paced environment, Experience working in a Shared Services environment (HR Shared Services preferred), problem-solving, analytical, and critical thinking skills, Ability to work in a collaborative team environment
Nice to Have
US HR Contact Center/US Healthcare Account and HR Shared Services environment, HR Shared Services preferred, Dovetail or SNow preferred
What You'll Do.
Addressing team backlogs and ensuring operational stability, Review, prioritize, and resolve backlog items, ensuring timely and efficient completion, Identify and address areas of instability within processes and workflows to enhance overall operational efficiency, Maintain detailed records of backlog items, resolutions, and stabilization efforts for future reference and continuous improvement, Provide regular updates and reports on backlog status and stabilization progress to management, First-line support of employees, managers, and executives for all general HR questions, seeking support in HR policies, processes, self-service transactions, and HR content on the online portal, Document calls and code as appropriate for reporting purposes, Provide accurate and efficient resolutions of issues and inquiries through multiple channels (e.
, phone, email/ticket, live chat, etc.
) by following appropriate resolution/assessment methodologies (e.
, investigating and research), Provide timely and reliable employee support that generates a high level of employee satisfaction and inspires confidence through effective communication, expert knowledge, and efficient escalation to resolve issues, Communicate effectively (written or verbal) matching the style, needs, and level of understanding of the employee to support optimal interaction, through available employee support channels (phone, email, ticket management), Recommend process improvements to drive efficiencies, knowledge, and consistencies in our procedures, Role may expand to include responsibilities for administration of additional HR processes.
How You'll Work.
Team & Collaboration
Work closely with cross-functional teams to understand backlog issues and support on agreed processes and procedures; Ability to work in a collaborative team environment
Communication Scope
Excellent written and oral communication skills; Communicate effectively (written or verbal) matching the style, needs, and level of understanding of the employee to support optimal interaction, through available employee support channels (phone, email, ticket management)
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