We are seeking a Human Resources Contact Center Representative to join our team in the Hi Tech Engineering industry based in Charlotte, North Carolina. This role offers a long-term contract employment opportunity where you will be primarily responsible for assisting employees, responding to HR-related inquiries, and utilizing various systems for case management tracking.

Responsibilities:
• Provide assistance to both internal and external individuals, including employees, managers, leaders, and vendors/suppliers.
• Handle inbound inquiries via various channels such as phone, chats, portal, and emails.
• Utilize ServiceNow for tracking intake and requests, maintaining an efficient case management system.
• Respond to HR-related inquiries, including but not limited to payroll, benefits, FMLA, LOA, time-off, etc.
• Ensure responses to inquiries from internal and external individuals are in accordance with existing policies and procedures.
• Educate individuals on self-service channels, resources, and information as needed.
• Use multiple systems and applications, including CRM, Workday, SharePoint, etc., to obtain necessary information to respond to inquiries.
• Escalate situations that are outside of existing policies and procedures, when necessary, to reach beneficial resolutions.
• Provide feedback and insights on employee experience to identify opportunities for continuous improvement.
• Conduct auditing and background checks, ensuring the highest standards of customer service are maintained.• Proficient in ADP - Financial Services and ADP Workforce Now
• Familiarity with ATS - Asynchronous Transfer Mode
• Experience with Ceridian and HRMS software
• Knowledge of the 'About Time' software
• Background in Auditing
• Familiarity with conducting Background Checks
• Understanding of Benefit Functions
• Proven Customer Service skills
• High tech engineering industry experience is preferred
• Excellent communication and interpersonal skills
• Ability to handle confidential information with discretion
• Strong problem-solving and decision-making skills
• Demonstrated ability to work in a fast-paced environment
• Experience in a human resources contact center is a plus
• Bachelor's degree in Human Resources or related field is preferred
• Knowledge of employment laws and regulations
• Ability to work as part of a team and to foster a cooperative work environment
• Strong organizational skills and attention to detail
• Ability to prioritize and manage multiple tasks simultaneously.