Description

This position is the first point of contact in an HR Shared Service Center for all incoming inquiries, issues and work request related to HR administration and transactions; managing inquiries, requests and complex cases to closure, escalating case as needed; delivers accurate and timely processing of HR transactions and delivers outstanding customer service to internal and external customers. Work location is in alignment with our ITT facility Valencia, CA. 

• Provide first point of contact support to incoming calls/emails/requests from customers (e.g. associates, managers, candidates, dependents) to answer questions, resolve issues and respond to inquiries related to broad HR-based processes and systems
• Receive caller inquiries and requests and communicate resolutions. Update/create cases using case management tools
• Maintain customer contact until case is resolved, including informing customer of status and resolution
• Provide accurate, consistent and timely responses to HR process, system and policy requests which are considered to be routine requests and require limited research
• Perform basic administration processing and approval of transactions, data input and verification of required documentation
• Utilize and update, as updates become available, knowledge base tool to provide consistent answers to customers
• Educate associates on company practices and tools (e.g. intranet, LMS, etc.) to encourage associates to resolve questions on their own
• Escalate complex cases to appropriate team leads if additional research or expertise is required
• Provide document support by managing incoming and outgoing forms, information, etc.; conduct document imaging
• Determine if inquiry resolved to associate's satisfaction
• Make any required follow-up calls and conduct additional research as necessary
• Work to develop an in-depth understanding of the customer's needs
• Identify and resolve the customer's issues and anticipate future needs by explaining/suggesting/providing additional information that the customer needs
• Update and maintain knowledge base FAQs, solutions and trouble-shooting guides
• Meet key performance measures such as first call resolution, average answer speed and call quality
• Perform various HR tasks/projects as assigned including process improvement
• Support HR and Talent Acquisition team thru the New Hire process; initiate and monitor background checks; point of contact for candidate thru the background check and drug testing process; initiate PII forms once background check is complete.
• Partner with the HR/Benefits team thru the Leave of Absence process; documenting/tracking employee's status; responding to question from the LOA provider; communicating status updates with employee/HR/Manager
• Run Validity and Completeness Data Quality reports for HR to ensure compliance with HR data
• Perform various HR tasks/projects as assigned to support the Value Center directly (approximately 30%)

• BS, BA or graduate degree preferred
• Minimum of two years of applicable human resources service delivery experience, including HR administration, benefits administration or other related discipline
• Project management or account management experience preferred
• Customer service experience
• Proficient in general word processing and excel spreadsheet skills
• Proficient in use of HR systems and call center technology tools
• Ability to speak Spanish is mandatory

Key Competencies:

Impeccable Character:

• Performs with integrity and reliability
• Displays sense of urgency
• Shows openness and is willing to learn, listen, and change his/her approach

Bold Thinking:

• Considers relevant data, risks, and the feedback of others when analyzing issues and making decisions
• Is ready to adapt to new work situations, processes, and technologies

Collective Know-how:

• Seeks feedback to enhance self-awareness
• Shares information with others to ensure clarity and alignment

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