Hr Operations Specialist - Remote

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Overview

The position is responsible for providing Tier I knowledge-base-driven support on HR tools, technologies, policies, processes, and programs. The HR Operations Specialist I is part of a team that serves as the first point of contact (phone, email, ticket) for USAP Associates. The position provides support that enables the HR Operations team to meet or exceed target service levels. The ideal candidate will demonstrate knowledge of Workday system, communication (listening and responding), application of technology to research and respond using a knowledgebase, problem-solving, performing detailed work accurately and efficiently, and performing multiple tasks concurrently.

Job Highlights

• Educates USAP Associates on self-service opportunities so they can find information and perform transactions without having to contact the service center
• Serves as a source of continuous improvement for HR by raising issues, escalating concerns and advocating for improvements to policies, programs, and processes
• Maintains adherence to HR policies, including those related to PHI, PII and data privacy
• Escalates complex inquiries/issues to the appropriate Tier level support queue using the case management system and any follow-up needed
• Assists in contributing updates to SOPs for HR programs, processes and policies change
• Achieves operational metrics in delivery of the HR Operations service level agreements
• Answers inquiries and resolves issues in a manner that promotes achievement of target service levels
• Shares knowledge and actively participates in efforts to increase the value of the HR Operations to the organization
• Documents each inquiry and issue in the case management system for the purpose of timely resolution and reporting on the reason for the contact
• Serves as first point of contact (Tier I) for USAP Associate inquiries and issues that are routine in nature and for which responses generally exist in the knowledgebase or other searchable HR resources
• Employs the knowledgebase and searchable HR resources (e.g., online HR policy guide, online benefits guide, online HR process documentation) to provide accurate and timely responses

Qualifications

• Ability to adhere to policy in the maintenance of confidential information
• Strong organizational skills and detail-orientation
• Two (2) years working in HR operations or field HR
• Bachelor’s degree or a minimum of two (2) years of HR operations experience
• Ability to navigate HR systems (e.g., Case Management, Knowledge Management, Workday)
• Ability to remain empathetic and customer-oriented in a fast - paced environment
• Ability to quickly search for and locate information in online resources
• Fast-learner with a strong desire to learn
• One (1) year of experience in a customer service environment (optional but preferred)
• Results-oriented and able to consistently meet service level targets
• Strong communication skills (listening, speaking, writing)

As this opportunity can be remote, interested candidates should reside in the states that USAP is incorporated to do business in. This includes Alabama, Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Kentucky, Louisiana, Maine, Maryland, Michigan, Minnesota, Missouri, Nevada, New Jersey, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, Washington, and Wisconsin.

Hiring Company, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, status as a parent, national origin, age, disability (physical or mental), family medical history or genetic information, political affiliation, military service, or other non-merit based factors.

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