**As an HR Contact Center Senior Specialist** , you will play a crucial role in delivering high-quality HR support and services to our employees and clients. You will serve as the first point of contact for HR-related inquiries and provide prompt, accurate, and efficient responses to resolve various HR issues and requests. Your primary responsibilities will include: **Position Responsibilities:** + Provides organizational support or service in routine situations and daily operations under moderate supervision. + Gives regular input in support of decision-making. Initial point of contact for employees with routine HR-related inquiries and issues. + Interacts with internal stakeholders within own team and may also interact with external stakeholders including clients, customers, carriers or agents. + Adapts and exchanges information following standard guidelines and procedures with internal and external parties who typically have shared interests. **Critical Deliverables:** + Under limited supervision, applies considerable HR knowledge to perform a broad range of tasks which include but are not limited to assisting executives, managers, and employees with questions regarding general HR policies, practices, processes, and systems. + Works on moderately difficult assignments, requiring judgment in resolving issues and/or in making recommendations. + Processes complex HR and benefits transactions and supports the auditing of information. + Point of contact for employees with complex HR-related inquiries and issues. + Point of contact for managers needing in-depth HR systems and process support. + Adheres to established processes, procedures, and systems to resolve employee inquiries. + Provides superior customer service to all employees by promptly responding to employee inquiries. + Provides professional, tactful and discrete communications when handling sensitive and/or confidential information. + Achieves performance measures and adheres to established customer service standards. + Escalates non-routine matters to appropriate individuals or groups. + Maintains records relating to employee inquiries via a case management tool. + Participates in information sharing with other service center representatives. + Ability to achieve pre-determined average Call Review Rating score and Case Management tickets. + May aid junior staff with more complex support tasks that require a higher level of understanding of functions, as directed by immediate supervisor. + May escalate issues to supervisor for resolution, as deemed necessary. + Review and comply with the Code of Business Conduct and all applicable company policies and procedures, local, state, and federal laws and regulations. + Assist with various projects as assigned by direct supervisor. **Critical Experience:** + At least 3 years’ related experience. + Ability to follow strict policy guidelines and recognize situations requiring call escalation. + Proficiency in Microsoft Office Suite. + Ability to work in a fast-paced environment. + Experience working in a Shared Services environment (HR Shared Services preferred) + Experience in SAP, Workday (or similar), case management tools (Dovetail or SNOW preferred) + Strong problem-solving, analytical, and critical thinking skills. + Excellent written and oral communication skills. + Ability to work in a collaborative team environment. + Willing to work in shifting schedule depending on business needs.