HR Shared Services Representative $14.00 - $20.00 per hour

Category:

Admin/HR/Accounting/Finance

Employment Type:

Contract

Reference:

BH-383817

Job Description: HR Shared Services Representative


Location:
Hybrid role based in Bethlehem, PA. Work 3 days a week onsite and 2 days from home.

Position Summary:
Are you a problem solver who enjoys helping colleagues and working in a collaborative team culture? Join our HR Shared Services team as an HR Shared Services Representative. In this role, you will provide HR support for complex requests in areas such as Benefits, Payroll, Colleague Relations, Performance, and Workday business processes. You'll also identify process improvement opportunities, develop and enhance internal procedures, and manage work with a high degree of care, accuracy, and quality.

Responsibilities:

• Answer calls with empathy and a positive attitude.
• Participate in the modernization of HR Service Delivery technology, including AI.
• Engage in ongoing training and sometimes facilitate sessions.
• Perform complex HR administrative support in Workday, Benefits, Talent Management, Talent Acquisition, and Colleague Relations.
• Anticipate customer needs and provide thorough responses via email and telephone.
• Collaborate with HR Centers of Excellence (COEs) and stakeholders to drive successful execution of new and existing offerings.
• Research and resolve complex colleague questions, including Workday issues and transactions.
• Utilize data and metrics to address customer pain points, recommend process improvements, and develop internal documentation/reports.
• Ensure standard operating procedures (SOPs) are continually reviewed for colleague experience and process simplicity.
• Partner with leadership to maintain and upgrade the case management system, including the knowledge base (KB).
• Participate in testing system updates and enhancements.
• Build colleague trust by providing accurate information.
• Assist with auditing MyHR work for accuracy and tracking processes that support customer satisfaction (CSAT), service level agreements (SLAs), and quality.
• Support HR Transformation projects.

• High School Diploma/GED required.
• One or more years of Contact Center and/or relevant experience required; two years preferred.
• Minimum of one year of Human Resources experience.
• Demonstrated high-quality assurance (QA), service level agreement (SLA), and customer satisfaction (CSAT) delivery and feedback.
• Proven ability to follow existing processes with superior attention to detail.
• Functional skills and leadership behaviors aligned with HR Capability Model:
  • Business Acumen: Curiosity to learn about the business, HR function, and industry.
  • Strategic Thinking: Ability to understand colleague concerns, identify issues, and make high-judgment decisions.
  • Relationship Management/Collaboration: Experience in building relationships and collaborating with colleagues at all levels.
  • Agility: Exceptional communication and organizational skills, ability to prioritize in a fast-paced environment.