HR Generalist

Job Description

Job Description

We are looking for an HR Generalist to support a high-volume HR service environment in Albany, New York. This Long-term Contract position focuses on employee relations, benefits-related inquiries, and day-to-day HR support for a call center population, while helping maintain accurate records and consistent communication across the workforce. The ideal candidate brings sound judgment, strong follow-through, and the ability to manage sensitive issues with professionalism in a fast-paced setting.

Responsibilities :

• Serve as a primary escalation resource for complex HR questions involving benefits, workplace concerns, and employee support matters within the service center.

• Resolve employee issues promptly by partnering with HR colleagues, documenting outcomes thoroughly, and ensuring each case is handled with accuracy and care.

• Create and update reference materials, call guidance, and training content to strengthen call center support and promote consistent service delivery.

• Maintain complete records of calls, written inquiries, complaints, and follow-up actions to support compliance and operational visibility.

• Advise employees and leaders on workplace policies, performance concerns, corrective action practices, and other employee relations matters.

• Contribute to the development and maintenance of HR policies, procedures, handbook content, and employee-facing communications.

• Investigate complaints, support responses to agency matters, and assist with unemployment claims, appeals, and related documentation.

• Coordinate internal movement processes such as job bids, transfers, and promotions while also providing backup support across recruiting, training, leave administration, and benefits functions.

• At least 2 years of human resources experience, including meaningful exposure to employee relations and core HR operations.
• Bachelor’s degree in Human Resources or a related field, or comparable hands-on experience in place of formal education.
• Strong written and verbal communication skills, with the ability to interact effectively with employees, leadership, and cross-functional teams.
• Experience working in a fast-paced call center or service center setting, including handling escalated inquiries with professionalism.
• Knowledge of HR administration, onboarding, benefits support, and HRIS tools used for recordkeeping and workflow management.
• Demonstrated ability to analyze information, exercise sound judgment, and manage multiple priorities with a high level of accuracy.
• Solid documentation, compliance, and data-tracking skills, including experience maintaining organized records and reporting information clearly.