HR Operations Advisor

JOB INFORMATION

Job Title:   HR Operations Advisor

Job Location:   Boca Raton

Job Family Group: Human Resources

Job Family:   HR Operations

Business/Functional Unit: HR Operations

FLSA Status (US only): Non-exempt

Pay Level: 3

JOB PURPOSE

The Tier 1 HR Operations Advisor handles calls, chats, and other communication methods of employee and manager inquiries/issues about Hire to Retire employee processes and human resource policies. Identifying customers' needs clarifies information, research, and provides solutions accurately and 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 AND ACCOUNTABILITIES

• Conducts day-to-day transactional processing in Workday and other related systems as required.
• Handle 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.
• Listening to callers, digesting the information, and conveying an accurate solution.
• 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.
• The ability to interact effectively with a diverse employee and manager population at all levels within the organization.

REPORTING RELATIONSHIP

Reports To: HR Service Center, Manager

Direct Reports:  N/A

JOB SPECIFICATIONS

Education

• 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.

Experience

• 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.

Competencies

• Strong organizational and time management skills.
• Ability to work in an independent or team environment.
• Communicate effectively with all parties as required.
• Written communication is clear and succinct in a variety of communication settings and styles.
• Strong customer service skills, clear communication, and client focus.
• Process improvement and comprehensive understanding of cross-functional processes.
• 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%

Disclaimer: The above statements describe the general nature and level of work and are not an exhaustive list of all required responsibilities, duties, and skills.