• Be the central point of contact for employee HR inquiries across various channels (ticketing tool, Live Chat, phone)
• Independently resolve a wide range of HR inquiries, leveraging your knowledge of policies, procedures, and internal resources
• Provide guidance and support to junior team members, fostering a collaborative learning environment
• Take ownership of complex employee issues, investigating them thoroughly and escalating to senior specialists when necessary
• Collaborate with subject matter experts (GPOs) to ensure accurate and timely resolution of complex employee concerns
• Identify knowledge gaps and recommend improvements to our knowledge base for enhanced self-service
• Proactively identify areas for process improvement and suggest solutions
• Generate reports on service delivery performance as required by management
• Manage employee data within Workday, ensuring accuracy and data integrity
• Perform data manipulation tasks within Workday to support HR processes (e.g., updating leave balances)
• Provide support to other HR functions as needed, such as benefits, administration, and payroll
• Perform mass data uploads into the system