The Team Member Care Center Specialist will act as the first point of contact for receiving and resolving employee, manager & former employee inquiries through the Team Member Care Center (TMCC);
providing guidance covering all areas of HR including payroll, compensation, benefits, HRIS basic issues / education and basic employee relations queries.
This role is the entry point to the HR function and allows a broad view of and experience with all functional areas to facilitate development and growth within HR.
Key Roles & Responsibilities :
- Serve as first line of support for TMCC operations by tracking incoming inquiries, identifying and resolving issues, and ensuring a high service level
- Ability to identify trends and report these to TMCC Manager for further vetting
- Proactively distinguish individual from potential broad-based impact issues based on a call or email inquiry and manage follow-ups accordingly
- Provide recommendations or suggest methods to update, simplify, and enhance processes, procedures and systems
- Work closely with HRIS, Benefits, Payroll and Store Operations teams on a day to day basis to stay informed of policy or procedure changes, escalate issues as appropriate and act as project support for all areas of HR
- Handle inquiries requiring detailed or technical knowledge about HR programs, plans, services or systems with escalation to subject matter experts as necessary;
investigate and resolve issues independently where possible
- Ability to multi-task and prioritize urgency of customer inquiries or issues
- Develop proficiency in the use of HR systems including but not limited to Oracle, Kronos and Taleo
Qualifications & Competencies :
- Bachelor’s degree in HR or functional experience preferred (., HR call center, customer service center, HR functional area)
- Experience working in a rapidly changing, complex environment
- Excellent written and verbal communication skills
- Excellent problem-solving skills, a fast learner, and able to quickly pick up new tools, software and processes
- High-level of organization, attention to detail, and follow-through
- Ability to identify and manage confidential and sensitive data with appropriate care and per procedure
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