Location: Philadelphia,PA, USA
Responsible for contributing to the mission and vision of the Company by serving as a primary Human Resources (HR) point-of-contact for all Company employees. Provides quality support services of escalated Human Resources issues to all Company employees with a high degree of customer satisfaction, expertise, and timeliness. This includes evaluating and analyzing the employee request/concern, quickly interpreting the situation, determining the appropriate resolution and/or escalation, and communicating the resolution and escalation to the customer, consistent with Service Level Agreements (SLAs). Works with moderate supervision/guidance. Is accountable for individual results and impact on team.Core ResponsibilitiesHandles escalated ESS/MSS inquiries. Interprets policies and guidelines, and advanced tax and payroll issues.Handles escalated employee relations questions.Communicates and resolves escalated employee inquires delegated by HR Advisors Executes and enhances process work supported by the HR Shared Services organization. Partners with other HR departments to promote team alignment. Works with HR servicesInvestigates unique/complex HR-related issues that are outside the scope of basic training and resolves those directly with employees and managers in accordance with SLAs.Leads team support of new services projects into transition with designated departments.Updates and improves the department database to enable Advisors to take ownership of a higher percentage of inbound inquiries. Actively identifies opportunities for educating team.Supports and processes work, as assigned. Continually evaluates existing work processes and prospective processes work to ensure the most effective use of resources. Makes recommendations for process improvements.Partners with other HR services and HR Business Partners to facilitate knowledge transfer between the service center and HR departments.Provides support to lower-level representatives and new staff as needed.Supports service center staff relative to phone traffic as needed.Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary. Other duties and responsibilities as assigned.Experience: 2-5 years
Preferred skills Human Resources (HR) Rep II