Human Resources Assistant

We are seeking a customer-focused Human Resources Assistantcto support employees and managers with questions related to Hire-to-Retire processes, HR policies, and HR systems. This role serves as a primary point of contact for HR inquiries, responding through phone, chat, and other communication channels. The ideal candidate is an effective communicator who can assess needs, research solutions, and deliver accurate information in a timely manner while providing an exceptional employee experience in a fast-paced service environment.

Responsibilities

• Serve as a first point of contact for employees and managers regarding HR processes, policies, and systems.
• Handle a high volume of incoming calls, chats, and messages in a service center environment while maintaining high customer service standards.
• Conduct day-to-day transactional processing within Workday and other HR systems as required.
• Evaluate and respond to inquiries by identifying customer needs, researching solutions, and providing clear, accurate guidance.
• Provide support and guidance on HR systems such as Workday, Kronos, and related tools.
• Adhere to HR Operations service standards, including Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and performance metrics.
• Maintain detailed, accurate records of all interactions in the case management system.
• Document case notes clearly and professionally, outlining issues and resolutions.
• Escalate complex or sensitive issues to Tier 2 HR Service Center Specialists or HR leadership when appropriate.
• Protect confidential employee and company information while adhering to all applicable policies, procedures, and regulations.
• Deliver professional, courteous, and efficient service to employees, managers, and internal partners.
• Identify recurring issues or trends and recommend opportunities for process improvements.
• Support initiatives to improve communication, efficiency, and service delivery within HR operations.
• Build positive working relationships with colleagues, managers, and cross-functional stakeholders.
• Communicate effectively with a diverse employee population across all organizational levels.
  
  

Qualifications

• High school diploma or GED required.
• Strong organizational, time management, and prioritization skills.
• Ability to work both independently and collaboratively in a team environment.
• Excellent verbal and written communication skills across multiple communication channels.
• Demonstrated customer service skills with a focus on responsiveness and problem solving.
• Ability to analyze issues and contribute to process improvement efforts.
• Understanding of cross-functional business processes.
  
  

Preferred Qualifications

• Bachelor’s degree in Human Resources, Business, or a related field.
• 1–2 years of experience in Human Resources, HR Operations, or a call center environment.
• Experience working with HR systems such as Workday or similar platforms.
• Familiarity with case management systems and HR portal technology.
• Proficiency in Microsoft Office, including Excel, Word, and PowerPoint.
• IHRIM or SHRM certification preferred.
• Six Sigma certification is a plus.