The People Operations Support Specialist serves as the first point of contact for employee inquiries across benefits, payroll, compensation programs, HR systems, policies, and general HR-related topics. This role delivers a high-quality employee experience through efficient case management, clear communication, and accurate support across the employee lifecycle.
Key Responsibilities
Provide Tier 1 support for employee inquiries related to benefits, payroll, compensation programs, HR systems, policies, and general HR matters through case management systems, chat platforms, and occasional in-person interactions.
Manage employee cases from intake through resolution, including triage, research, issue diagnosis, resolution, escalation, documentation, and timely follow-up.
Utilize HR and case management systems (e.g., ServiceNow, Workday, iCIMS, or similar platforms) to research inquiries, process transactions, and maintain accurate employee records.
Leverage knowledge articles, response templates, and support resources to deliver consistent, scalable, and efficient employee support.
Identify issues requiring advanced support and appropriately escalate to Centers of Excellence (COEs), People Partners, or other stakeholders while exercising sound judgment and risk awareness.
Support key employee lifecycle processes, including onboarding, employment changes, and offboarding activities, with a focus on accuracy, responsiveness, and employee satisfaction.
Meet established service standards, including Service Level Agreements (SLAs), customer satisfaction metrics (CSAT), and first-contact resolution goals while maintaining confidentiality and compliance.
Analyze recurring issues, identify root causes, and recommend process improvements, automation opportunities, and knowledge management enhancements to improve service delivery.
Job Requirements
Required Qualifications
Minimum of 2 years of experience in HR Shared Services, People Operations, Human Resources, or a high-volume employee/customer support environment.
Proficiency with HRIS, applicant tracking systems, and case management platforms such as ServiceNow, Workday, iCIMS, or comparable tools.
Strong written and verbal communication skills with the ability to simplify complex information and tailor messaging to diverse audiences.
Demonstrated ability to handle sensitive and confidential information with professionalism, discretion, and sound judgment.
Exceptional attention to detail, organizational skills, and commitment to delivering accurate and timely results.
Ability to prioritize multiple responsibilities and adapt effectively in a fast-paced, evolving environment.