We are seeking a detail-oriented and proactive **HR Contact Center Specialist** to join our team. The ideal candidate will be responsible for addressing team backlogs and ensuring operational stability, contributing to the smooth and efficient functioning of daily operations. **Key Responsibilities:** • **Backlog Management:** Review, prioritize, and resolve backlog items, ensuring timely and efficient completion. • **Stabilization Efforts:** Identify and address areas of instability within processes and workflows to enhance overall operational efficiency. • **Collaboration:** Work closely with cross-functional teams to understand backlog issues and support on agreed processes and procedures. • **Documentation:** Maintain detailed records of backlog items, resolutions, and stabilization efforts for future reference and continuous improvement. • **Reporting:** Provide regular updates and reports on backlog status and stabilization progress to management. **Other Responsibilities** • First-line support of employees, managers, and executives for all general HR questions, seeking support in HR policies, processes, self-service transactions, and HR content on the online portal. • Expert and skilled end user for Workday and other HR systems and tools. Document calls and code as appropriate for reporting purposes • Provide accurate and efficient resolutions of issues and inquiries through multiple channels (e.g., phone, email/ticket, live chat, etc.) by following appropriate resolution/assessment methodologies (e.g., investigating and research) • Provide timely and reliable employee support that generates a high level of employee satisfaction and inspires confidence through effective communication, expert knowledge, and efficient escalation to resolve issues • Communicate effectively (written or verbal) matching the style, needs, and level of understanding of the employee to support optimal interaction, through available employee support channels (phone, email, ticket management) • Recommend process improvements to drive efficiencies, knowledge, and consistencies in our procedures. • Role may expand to include responsibilities for administration of additional HR processes **Qualifications** • Minimum 2+ years of related experience preferably in a US HR Contact Center/US Healthcare Account and HR Shared Services environment • Excellent written and oral communication skills • Ability to follow strict policy guidelines and recognize situations requiring call escalation • Proficiency in Microsoft Office Suite • Ability to work in a fast-paced environment • Experience working in a Shared Services environment (HR Shared Services preferred) • Experience in Workday (or similar), case management tools (Dovetail or SNow preferred) • Strong problem-solving, analytical, and critical thinking skills • Ability to work in a collaborative team environment