Job Description: HR Support Specialist
Overview: We are seeking an HR Support Specialist to enhance our employee experience by providing excellent customer service and support. This role focuses on building strong relationships with stakeholders, maintaining effective communication, and identifying areas for process improvement within the HR function.
Key Responsibilities:
- Relationship Management: Foster positive relationships with external vendors, HR Business Partners (HRBPs), and Centers of Excellence (CoEs).
- Customer Support: Ensure all employee inquiries are addressed during business hours (8:00 am - 6:00 pm) and documented accurately in our case management system. Aim to meet operational metrics aligned with service level agreements.
- Data Analysis: Compile and analyze data related to employee inquiries, call volumes, and survey feedback to identify opportunities for improving service efficiency and customer satisfaction.
- Process Improvement: Recommend and implement strategies for process enhancements to simplify HR operations and improve the overall employee experience.
- HR Knowledge: Maintain a solid understanding of HR processes and specific areas such as benefits, payroll, and talent management to address employee questions effectively.
- Escalation Support: Collaborate with internal partners and vendors to resolve complex inquiries requiring in-depth HR knowledge.
- Service Ownership: Manage specific HR services, such as maternity leave meetings and HR system administration, ensuring clear documentation and training for backups.
- Content Development: Identify and address gaps in HR resources and FAQs, collaborating with stakeholders to enhance the Ask HR portal.
- Training and Development: Create training materials and provide support to junior team members.
- Special Projects: Participate in departmental projects and serve as backup to the HR Manager as needed.
Onsite: 2 days/week
Qualifications:
- Bachelor's degree in Human Resources, Business, or related field; or equivalent experience (Associate's degree with 2+ years, or High School diploma/GED with 4+ years of relevant experience).
- Minimum of 3 years of HR experience preferred, with strong knowledge of HR practices and one or more functional areas (benefits, payroll, talent acquisition, etc.).
- Advanced skills in Microsoft Office, particularly Excel; familiarity with HR systems is a plus.
- Excellent customer service skills, particularly in HR or support roles, with a strong ability to manage complex inquiries.
- Strong problem-solving skills and attention to detail to ensure customer needs are met.
- Ability to thrive in a fast-paced environment and meet tight deadlines.
- Exceptional verbal and written communication skills to effectively interact with employees and document cases.
- High degree of professionalism in all interactions.