Job Description

Job Summary:

We are seeking an experienced HR Contact Center Support Specialist to join our team. This role focuses on providing high-quality customer service by handling inbound calls, resolving employee inquiries, and supporting HR processes. The ideal candidate will bring a strong background in contact center operations, payroll inquiry resolution, and case management tools (ServiceNow preferred) , along with excellent administrative and communication skills.

Key Responsibilities:

• Manage inbound employee and HR calls , providing assistance and creating cases as needed.
• Support payroll inquiries by applying knowledge of timekeeping/payroll logic and directing issues to the correct resolution team.
• Provide day-to-day support for HR processes, including:
• Tuition reimbursement processing
• Employee verifications
• Policy questions, compliance, and acknowledgements
• Document and maintain employee data changes and performance reports.
• Utilize ServiceNow case management system and call management tools effectively.
• Partner closely with payroll and HR teams to ensure timely and accurate support.
• Perform administrative duties, ensuring accuracy, attention to detail, and compliance with company policies.

Qualifications & Requirements:

• 5+ years of experience in customer service, HR contact center, or shared services roles.
• Strong contact center/call center experience with inbound phone support and case management.
• Knowledge of payroll inquiry resolution (not payroll processing, but understanding payroll/timekeeping logic).
• Experience with ServiceNow or other case management systems.
• Proficiency in Microsoft Outlook, Teams, and Excel .
• Strong attention to detail, critical thinking, and problem-solving skills.
• Spanish language skills highly preferred.
• Bachelor’s degree required.

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