:Deliver first line and second line of support for HR inquiries across the spectrum of the employee lifecycle from new hires to employees leaving the businessCollaborate with HR Shared Service Center subject matter experts and field HR reps to resolve employee issues in a thorough and timelymannerPerform accurate filing and execution of transactions forgeneral HR data processing in support of HR functionsAchieve stated performance measures and adhere to established customer service standards. Perform special projects as requestedResponsible for the main case management functions but will also provide support for escalated cases and specialized casesEffectively analyzes, evaluates and resolves complex issues escalated by HR Specialists and manages each case through quick and accurateresolutionUses each engagement as a teachable moment for the HR Specialist and or inquiring colleague to be more informedMinimum Requirements/Qualifications: Previous experience (2-3years) in general human resources, shared services, or customer service preferredPrevious experience (1-3 years) in the Colleague Services HR Shared Services and has demonstrated advanced knowledge of the HR systems (Workday and Service Now preferred), case handling procedures, overall HR policies and procedures, specific COE policies and procedures, and assisted with internal trainingExperience working in a shared service center a plusAbility to interpret and communicate HR policies, procedures, and programsAbility to deliver exceptional customer care via telephone, chat, and emailCritical thinking, problem solving, and judgment skillsService-oriented attitude and willingness to learnPossess good listening skills and perseverance to work with all types of employeesAbility to maintain a positive attitudeIndividual should be able to prioritize and organize high volume workloadEnglish language – reading writing and speaking required. Non-Negotiable Hiring Criteria: BA/BS or equivalent work experience directly attributable to human resources, customer service, or shared servicesExcellent interpersonal skills needed with the ability to communicate well in a diverse work environmentProficient with Microsoft Office Suite including Word, Outlook, Excel, and PowerPoint, experience using a HRIS data base and reporting application. Experience with Workday and ServiceNow is a plus. Able to perform chat functionality is a plus.Able and willing to work shifts beginning at 8AM and 8pm EST
