HR Operations Advisor

Location: Boca Raton

About the role

The Tier 1 HR Operations Advisor handles calls, chats, and other communication methods for employee and manager inquiries/issues about Hire to Retire employee processes and human resource policies. This role identifies customers' needs, clarifies information, researches, and provides solutions accurately and in a timely manner. The role will provide outstanding customer service to employees, managers, and internal teammates. Must have the ability to work well in a busy environment and meet operational performance standards, goals, and metrics.

Responsibilities

• Conducts day-to-day transactional processing in Workday and other related systems as required.
• Handles high volume of incoming calls, chats, and texts in a call center environment.
• Responsible for adhering to HR Operations Service Level Agreements and Key Performance Indicators.
• Evaluates and responds to employee and manager inquiries via phone, chat, or other methods and provides accurate and timely responses through the use of knowledge and desktop tools.
• Listens to callers, digests the information, and conveys accurate solutions.
• Provides guidance to callers about Workday, Kronos, and other HR systems as required.
• Demonstrates professionalism at all times when dealing with others by communicating effectively, being responsive, and collaborating with others.
• Escalates complex issues to Tier 2 Service Center Specialists or HR Service Center Manager as required.
• Creates and maintains detailed, complete, and accurate records of all interactions in the Case Management System.
• Maintains privacy and confidentiality of information, protects the assets of employees and the company.
• Reports non-compliance and adheres to all applicable federal and local laws, regulations, and company policies and procedures.
• Provides callers with excellent, efficient, and courteous service.
• Ensures case management notes are written professionally, thoroughly, and accurately detail the problem and the proposed resolution.
• Identifies escalation trends to the HRSC Manager and opportunities for process improvement and/or new solutions.
• Assists in identifying areas to improve communications and efficiency of operations, and implementing changes.
• Builds positive working relationships with colleagues, manager, and stakeholders.
• Interacts effectively with a diverse employee and manager population at all levels within the organization.

Requirements

• A high school diploma or general education degree (GED) is required.
• A bachelor’s degree in Human Resources, Business, or a related field is preferred.
• IHRIM and/or SHRM certification is a plus.
• 1 - 2 years’ experience in Human Resources, HR Operations, or a Call Center environment preferred.
• Knowledge of Workday or other HR systems is desirable.
• Knowledge of case management systems and HR Portal technology is helpful.

Skills

• Strong organizational and time management skills.
• Ability to work in an independent or team environment.
• Effective communication with all parties as required.
• Clear and succinct written communication in a variety of settings and styles.
• Strong customer service skills, clear communication, and client focus.
• Process improvement and comprehensive understanding of cross-functional processes.
• Proficiency in Microsoft Office suite, Excel, Word, and PowerPoint preferred.
• Six Sigma Certification is a plus.

Working Conditions

Fast-paced office environment.

Travel requirements: less than 5%.