**Summarized Purpose**:
This role provides elevated Tier 1 support for HR Shared Services and is focused on delivery of the day-to-day HR related activities within the Colleague Services / HR Shared Service Center. The role ensures quality of service and operational performance by working within the detailed processes and working with appropriate metrics and dashboards. This role is the first line of support of HR inquires that come in via various channels (self service, phone, and chat). This role is also expected to assist with training others in Tier 1 and assist the supervisor with case distribution.
**Essential Functions and Other Job Information**:
Essential Functions:
- Delivers first line support for HR inquiries across the spectrum of the employee lifecycle from new hires to employees leaving the business by either providing direct resolution or routing the inquiry to the appropriate department to address accordingly.
- Learns company HR policies and programs, as well using past experiences, to answer general employee inquiries.
- Performs accurate filing and execution of transactions for general HR data processing in support of HR functions.
- Achieves stated performance measures and adhere to established customer service standards.
- Performs special projects as assigned and led by a supervisors.
- Assists in Case assignment and training/ mentorship to junior team members.
- Assists supervisor with elevated tasks as needed.
Job Complexity:
Works on difficult or complex assignments requiring considerable judgment and initiative to resolve issues. Understands implications of work and makes recommendations for solutions and / or new procedures.
Job Knowledge:
As a skilled or highly skilled specialist, completes tasks in resourceful and / or creative ways, and may contribute to the development of concepts and techniques.
Supervision Received:
May act independently on determining methods and procedures on new assignments. May be a facilitator and / or team leader (formal or informal).
Business Relationships:
Contacts are frequent with individuals representing outside organizations, and / or individuals of significant importance within the company. Contacts involve planning and preparation of communications, requiring skill, tact, persuasion and / or negotiation to accomplish the objectives of the communication.
**Qualifications**:
Education and Experience:
High / Secondary school diploma or equivalent and relevant formal academic / vocational qualification
Technical positions may require a certificate
Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to at least 6 years). Ideally in HR and/or customer service/call center.
**_ In some cases an equivalency, consisting of a combination of appropriate education, training and/or directly related experience, will be considered sufficient for an individual to meet the requirements of the role. _**
Knowledge, Skills and Abilities:
- Savy user in HR tools and systems, SNOW/HCM/payroll/ contract tools/EDM
- Ability to research, interpret, and communicate HR policies, procedures, and programs
- Critical thinking, problem solving, and judgment skills/ works independently
- Positive demeanor and willingness to learn
- Possess good listening skills and patience to work with all types of employees
- Individual should have high energy with the ability to coordinate/prioritize workload
- Fluent in reading/ writing/ speaking English; other languages skills a plus
- Excellent interpersonal skills needed with the ability to communicate well in a diverse work environment
**_ Additional / Specific Job Responsibilities:_**
- Serve as first point of contact for employees' HR and Payroll questions, responding to all Global HR Service Center inquiries. This may include: first tier employee relations intake and all life cycle type employee questions.
- When applicable, troubleshoot general employee issues received through the Global HR Service Center, using critical analysis and problem solving to resolve the issue before escalating or routing to another department.
- Provide high level of customer service by ensuring that employee questions are fully addressed, providing follow up to ensure that each case is fully resolved.
- Use judgment to escalate inquiries to management when ambiguous or require more expertise to address or route appropriately.
- Determine appropriate department, resource or team lead to route inquiries that cannot be resolved by the Global HR Service Center alone.
- Handle escalations from HR Assistants
- Perform tasks related to queue management and assignment of cases
- Ensure HR knowledgebase accuracy by either updating, or following the established procedures for notifying the HR content manager for revisions.
- Meet established performance metrics and strive for constant performance improvement
**Management Role**:
No management responsibility
**Working Conditions and Environment**: