HR Operations Coordinator

Job Description

REQUIREMENTS

• High School Diploma or GED equivalent required; Associate’s/Bachelor’s degree preferred.
• Two (2) years of HR operations experience (optional but preferred).
• One (1) year of experience in a customer service environment (optional but preferred).
• Ability to remain empathetic and customer-oriented in a fast-paced environment.
• Strong communication skills (listening, speaking, writing).
• Strong organizational skills and detail-orientation.
• Ability to quickly search for and locate information in online resources.
• Results-oriented and able to consistently meet service level targets.
• Fast-learner with a strong desire to learn.
• Ability to adhere to policy in the maintenance of confidential information.
• Ability to navigate HR systems (e.g., Case Management, Knowledge Management, Workday).

RESPONSIBILITES

• Serves as first point of contact for our client’s Associate inquiries/internal HR Workday transaction requests via phone, email or ticket and performs initial documentation into the case management system and sorting/grading into tiers by level of complexity.
• Answers Tier I questions that are routine in nature and for which responses generally exist in the knowledgebase or other searchable HR resources, or Tier I Workday transaction requests consisting of simple input of known data elements. Examples include job and compensation changes, basic questions regarding employee benefits and Workday sign-on directions.
• Identifies and escalates more complex Tier II and Tier III questions and Workday transaction requests that require further in-depth review or decision-making to the appropriate Tier level support queue using the case management system and performs follow-up as needed.
• Answers inquiries and resolves issues in a timely manner that promotes achievement of target service
• Educates our client’s Associates on self-service opportunities so they can find information and perform transactions without having to contact the service center.
• Employs the knowledgebase and searchable HR resources (e.g., online HR policy guide, online benefits guide, online HR process documentation) to provide accurate and timely responses.
• Assists in contributing updates to SOPs for HR programs, processes and policies
• Serves as a source of continuous improvement for HR by raising issues, escalating concerns and advocating for improvements to policies, programs, and processes.
• Maintains adherence to HR policies, including those related to PHI, PII and data
• Shares knowledge and actively participates in efforts to increase the value of the HR Operations to the organization.

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