HR Operations Specialist 2
Core
First point of contact for employees via omnichannel (phone, chat, email) to deliver HR support, manage cases, and drive digital transformation using Workday and AI tools.
Role type
HR Operations Specialist (Tier 1 Contact Center & HRIS Support)
Builds
HR service delivery model, employee self-service adoption, and data-driven insights for HR leadership.
Domain
Human Resources / HR Technology / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
HRIS administration, omnichannel customer support, case management, data analytics, process improvement, compliance knowledge, English communication
Preferred skills
Cisco Webex Contact Center experience, AI chatbot management, data analytics background, HR certifications (PHR/SHRM), Lean/Six Sigma
Technologies
Workday, Cisco Webex Contact Center, ServiceNow, Presto, Microsoft Office Suite, AI chatbots
Responsibilities
Handle inbound/outbound calls and tickets for HR inquiries; Administer Workday modules (Employee Records, Benefits, Time, Compensation); Generate operational dashboards and trend analysis; Guide employees to self-service tools; Manage onboarding/offboarding documentation and benefits administration; Monitor SLAs and case queues; Create knowledge base articles and update FAQs.
Seniority
Mid-level, hands-on IC
