Jobs

Description

Location: This is a hybrid role; 3 days a week onsite in the Bethlehem, PA office and 2 days remote.

This is a potential contract to hire. Applicants must be eligible to work in the U.S. without company sponsorship, now or in the future.

Position Summary:

• As a Human Resources Shared Services Representative, you will provide HR support for complex requests in the HR areas of Benefits, Payroll, Colleague Relations, Performance, and Workday business processes.
• In addition, identify process improvement opportunities, trends, develop and enhance internal standard operating procedures to provide valuable and thoughtful resolutions, independently manage work within established timeframes with a high degree of care, accuracy, and quality.

You will:

• Answer calls with a smile in your voice while showing empathy where appropriate.
• Be an active participant in the modernization of HR Service Delivery technology, including AI.
• Cross-train on VISA and Immigration work.
• Participate in (and sometimes facilitate) ongoing training.
• Perform complex HR administrative support work in the realm of Workday, Benefits, Talent Management, Talent Acquisition, and Colleague Relations.
• Anticipate the further needs of a customer and provide thorough responses (email and telephone).
• Collaborate and serve as a point of contact for the HR Centers of Excellence (COEs) and MyHR stakeholders for all new and existing work requests to drive successful execution of new and existing offerings.
• Research and resolve complex colleagues’ questions, including Workday issues and transactions.
• Take the initiative to utilize data and metrics to address customer pain points, recommend process improvements, and develop internal documentation/reports to ensure customer satisfaction (CSAT), service level agreements (SLAs) and quality improvement adherence.
• Ensure standard operation procedures (SOPs) are continually reviewed with an eye on our colleague experience and simplicity with processes.
• •Research and resolve complex colleague questions, including Workday issues and transactions.
• Take the initiative to utilize data and metrics to address customer pain points, recommend process improvements, and develop internal documentation/reports to ensure customer satisfaction (CSAT), service level agreements (SLAs) and quality improvement adherence.
• Partner with leadership to ensure maintenance and upgrading of the case management system, including KB.
• Participate in the testing of system updates and enhancements.

You have:

• High School Diploma/GED required
• One or more years of Contact Center and/or relevant experience is required; two years is preferred
• Requires a minimum of two years and up to four years of Human Resources experience