Key Responsibilities:

• Serve as a helpful and professional point of contact for employee HR inquiries via phone and email.
• Research and resolve complex questions related to Workday transactions, benefits, payroll, employee relations, and other HR processes.
• Provide empathetic, accurate, and thorough responses while building trust with colleagues.
• Support the modernization of HR service delivery technology, including AI-enabled tools and system improvements.
• Partner with HR Centers of Excellence, MyHR stakeholders, leadership, and internal teams to support new and existing HR work requests.
• Use data, metrics, and customer feedback to identify trends, address service gaps, and recommend process improvements.
• Help maintain and update standard operating procedures, knowledge base content, reports, and internal documentation.
• Support customer satisfaction, service level agreement, quality assurance, and operational performance goals.
• Participate in system testing, updates, enhancements, and HR transformation initiatives.
• Assist with audits of MyHR work to ensure accuracy, consistency, and compliance with established processes.
• Cross-train on visa and immigration-related work as needed.
• Participate in ongoing training and, when appropriate, help facilitate training for the team.

Required Qualifications:

• High School Diploma or GED required.
• 1+ year of contact center or relevant customer support experience required; 2 years preferred.
• 2 to 4 years of Human Resources experience.
• Experience supporting HR processes such as benefits, payroll, employee relations, talent management, talent acquisition, or HR operations.
• Comfortable navigating Workday; Workday reporting experience is a plus.
• Strong attention to detail and ability to follow established procedures accurately.
• Proven ability to meet quality assurance, service level agreement, and customer satisfaction expectations.
• Strong problem-solving skills with the ability to research issues, gather facts, and make sound decisions.
• Excellent communication, organizational, and prioritization skills.
• Ability to work in a fast-paced environment while maintaining professionalism, accuracy, and empathy.
• Strong collaboration skills with the ability to build relationships across all levels of the organization.