Employee Services Sr Specialist

About the Job

This role is primarily responsible to provide support to day-to-day HR Contact Center services to ensure accurate processing of moderately complex employee requests tickets, calls, and chat in compliance with internal and external regulations, service level agreements, processes, and procedures. 

Responsibilities & Duties 

• Perform moderately complex activities for HR contact center by performing case queue maintenance 

• Provide support to the data gathering activities to support the proper resolution of incident reports and administer resolutions. 

• Handle workday moderately complex HR systems transactions 

• Escalate/Transfer HR systems transaction request to necessary the systems back-end support team. 

• Act as a back up processor for simple to complex HR contact center activities for individual or bulk transactions. 

• Escalate issues and recommend resolutions to the Team Lead for timely. May support junior members of the team in addressing routine issues within the assigned processes. 

• Maintain the SOP/DTP of current processes and incorporate documentation updates as required. 

• Perform moderately complex tasks in compliance with service level agreement, process, policies, and procedures. 

• Propose alternatives in identified issues and assist in investigating and in resolving common and unusual issues.  

• Contribute to various and simultaneous process improvement initiatives to streamline processes, improve customer experience, and increase productivity. 

• Participate in audit-related activities. 

• Contribute specialized expertise to different assigned projects and may provide key updates to Team Lead and Manager.