HR Operations Specialist 2

JOB SUMMARY

The HR Operations Specialist 2 serves as the first point of contact for employees seeking HR support through the AskHR Tier 1 contact center. This technology-enabled role combines exceptional customer service with digital HR operations expertise, leveraging modern platforms including Workday HRIS, Cisco Webex Contact Center, AI-powered chatbots, and workflow automation tools to deliver fast, accurate, and compliant HR services.

As a digital-first HR professional, you will handle omnichannel inquiries (phone, chat, email, ticketing), empower employees through self-service education, generate data-driven insights, and drive continuous improvement in HR service delivery. This role is critical to our digital transformation journey and requires strong technical aptitude, analytical thinking, and a customer-centric mindset.

KEY RESPONSIBILITIES

1. Onsite Support

Partner closely with HR Experience Partners, Employee Relations & Compliance (ERC), HR Strategy & Optimization and other COEs.

Coordinate with the local government agencies, Navigate compliance, labor relations and statutory requirements

Work is central to reducing fragmentation, making HR accessible, responsive, helpful, and reliable, and reinforcing the new HR Service Delivery Model (SDM 2.0).

Guide employees to self-service tools (Presto, ServiceNow Employee Center, Workday) whenever appropriate

Provide a holistic end-to-end experience for the employee.

2. AskHR Tier 1 Contact Center Operations

Omnichannel Employee Support

• Serve as first point of contact for HR inquiries via Cisco Webex Contact Center across multiple channels:• Inbound/outbound call handling
• Ticket creation, categorization, and routing
• Case Management (tracking and resolution documentation)

• Provide accurate, timely, and empathetic responses to employee questions on HR policies, benefits, payroll, systems, and processes
• Achieve and maintain critical performance metrics:• First Contact Resolution (FCR)
• Average Handle Time (AHT)
• Customer Satisfaction (CSAT)
• Case resolution time within SLA
• Accuracy and compliance standards

Case & Inquiry Management

• Create, manage, and resolve HR cases in the case management system
• Escalate complex issues to Tier 2 support, HR Centers of Excellence (COE), or specialized teams following established protocols
• Maintain detailed case notes and documentation for audit and knowledge management purposes
• Monitor case queues and proactively address aging or high-priority requests
Service Level Agreement (SLA) Monitoring

• Track and meet defined SLAs for inquiry response and resolution
• Identify bottlenecks and recommend improvements to service delivery
• Participate in real-time queue management and workload balancing
3. HR Technology Administration & Support

Workday HRIS Operations

• Navigate and administer core Workday modules (Employee Records, Benefits, Time Tracking, Compensation)
• Review and validate Workday transactions for accuracy and completeness
• Troubleshoot employee self-service issues and provide guided support
• Support system updates, testing, and user acceptance activities
AI & Automation Enablement

• Utilize HR chatbots and AI assistants to provide initial triage and answers to common inquiries
• Monitor chatbot performance and escalate unresolved queries appropriately
• Provide feedback to improve AI accuracy and knowledge base content
Digital Workflow & Document Management

• Support digital signature processes and electronic document workflows
• Maintain secure, compliant digital employee files
• Ensure confidentiality and data privacy in all system interactions
4. Employee Self-Service Enablement & Training

• Actively promote employee adoption of self-service tools in Workday and other HR platforms
• Provide step-by-step guidance to employees navigating self-service transactions
• Create and maintain user-friendly guides, FAQs, and quick reference materials
• Conduct informal training sessions or one-on-one coaching to increase digital literacy
• Support employees when self-service tools fail or when complex assistance is required
5. HR Process Support Across Employee Lifecycle

Onboarding & Offboarding

• Assist with onboarding documentation, system access setup, and new hire orientation logistics
• Coordinate offboarding activities including exit documentation, system deactivation, and final pay processing
• Support Reduction in Force (RIF) activities with sensitivity and compliance
Contract & Employment Administration

• Facilitate contract renewals and probation period management
• Provide employment verification and certification services
• Maintain accurate employee records in compliance with legal and company standards
Benefits & Leave Administration

• Administer company benefits programs and government-mandated benefits
• Manage employee absences, leave requests, and related system entries
• Answer benefits-related inquiries and guide employees to appropriate resources
Payroll & Time Support

• Support timekeeping processes and resolve time-related issues
• Assist with pre-payroll validation and HR systems troubleshooting
• Coordinate with Payroll team on employee-related payroll questions
6. Data Analytics, Reporting & Insights

• Generate operational dashboards and reports on:• Call/chat volume and trends
• Case resolution metrics and SLA performance
• Inquiry categories and root cause patterns
• Employee satisfaction and feedback themes

• Conduct trend analysis to identify systemic issues, knowledge gaps, or process inefficiencies
• Provide data-driven insights to HR leadership and recommend improvements
• Support audit preparation by maintaining accurate records and producing compliance reports
7. Knowledge Management & Continuous Improvement

• Identify knowledge gaps and create/update knowledge base articles for common HR inquiries
• Participate in root cause analysis (RCA) and implement corrective and preventive actions (CAPA)
• Drive process improvements through Lean, Six Sigma, or agile methodologies
• Collaborate in Tier 2 and Tier 3 interlocks, business reviews, and HR operations governance meetings
• Stay current on HR technology trends, system updates, and best practices
8. Confidentiality, Compliance & Data Security

• Handle confidential employee information with the highest level of discretion and integrity
• Ensure compliance with data privacy regulations (GDPR, local labor laws, company policies)
• Follow secure access protocols and escalate security concerns immediately
• Support internal and external audits by providing accurate documentation and records

Function: Human Resources
Experience Level: Entry Level