Number of Positions In Requisition
1
Job Details
The Human Resources Contact Center Associate serves as the frontline point of contact for employees and managers, providing timely and accurate resolution of HR inquiries across a variety of topics including benefits, payroll, onboarding, policies, and HR systems. This role is responsible for delivering consistent, high-quality service through phone, chat, and case management channels.
Reporting to the HR Contact Center Supervisor, the Associate leverages standardized knowledge, tools, and processes to drive first-contact resolution, while ensuring appropriate triage and escalation to Tier 2 specialist teams when necessary. This role is critical to delivering a positive employee experience and enabling efficient HR service delivery at scale.
Job Description
Summary
The Human Resources Contact Center Associate serves as the frontline point of contact for employees and managers, providing timely and accurate resolution of HR inquiries across a variety of topics including benefits, payroll, onboarding, policies, and HR systems. This role is responsible for delivering consistent, high-quality service through phone, chat, and case management channels.
Reporting to the HR Contact Center Supervisor, the Associate leverages standardized knowledge, tools, and processes to drive first-contact resolution, while ensuring appropriate triage and escalation to Tier 2 specialist teams when necessary. This role is critical to delivering a positive employee experience and enabling efficient HR service delivery at scale.
Job Duties Serve as the first point of contact for employee and manager HR inquiries via phone, chat, and case management systems
Resolve Tier 1 inquiries using knowledge base articles, SOPs, and standard scripts to ensure consistency and accuracy
Provide guidance on HR processes, policies, and system navigation (e.g., Workday self-service)
Document all interactions in case management systems, ensuring completeness and accuracy
Triage and route complex or specialized inquiries to Tier 2 or Tier 3 teams with appropriate documentation and context
Meet established service level agreements (SLAs), quality standards, and productivity expectations
Ensure compliance with HR policies, data privacy standards, and audit requirements
Utilize knowledge base tools and contribute feedback to improve content accuracy and usability
Stay current on HR policies, processes, and system updates to ensure accurate guidance
Deliver a high-quality, customer-focused experience through professional communication and empathy
Collaborate with team members and supervisors to address trends, improve service delivery, and share knowledge
Minimum Qualifications High School Diploma/GED
1 year to 3 years of experience in HR, customer service, or contact center environment
Strong customer service and communication skills
Ability to handle high-volume inquiries with accuracy and professionalism
Basic understanding of HR processes and employee lifecycle
Ability to follow standardized processes and use knowledge tools effectively
Strong attention to detail and documentation accuracy
Ability to manage multiple priorities in a fast-paced environment
Preferred Qualifications Bachelor’s Degree in Human Resources, Business, Information Systems, Data Analytics, or related field.
Experience in high-volume, service-oriented roles
Additional Qualifications
Physical Demands
Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use, *patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.
Job Description Disclaimer: This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities…