[Hiring] Employee Service Center Specialist @Tufts Medicine

Role Description

Reporting to the Manager of the Employee Service Center, this individual will thrive in a 100% remote environment but will be expected to adhere to eastern time zone when working. What that looks like is generally working from 8:00AM to 4:30PM Monday through Friday. Individuals who thrive in this role are excellent multitaskers who understand the importance of excellent customer service, can juggle case management, email, call center duties including answering and logging phone calls and understanding basic Workday functionality.

Qualifications

• Bachelor's degree in Human Resources, Business Administration, or a related field OR
• Associate’s degree in Human Resources, Business Administration, or a related field AND two (2) years of Human Resources or relevant business experience OR
• High School Diploma or equivalent AND four (4) years of Human Resources or relevant business experience.
• Preferred: Experience with Workday.

Requirements

• Serves as primary point of contact for HR queries and requests related to HR data, Workday navigation, and HR/Payroll policies and procedures.
• Resolves employee inquiries or issues by applying standard administrative procedures and agreed practices and policies.
• Provides transactional support to process changes to employee data, review and analyze HR data for accuracy and compliance purposes.
• Escalates non-routine matters/specialized requests to appropriate escalation, including Manager, HR Business Partners, and HR Communities.
• Balances multiple employee requests and inquiries at any given time, utilizing time and project management skills to smoothly deliver timely, effective solutions.
• Promotes use of the Employee Service Center within the broader organization, contributing to the development of trainings that explain what the Employee Service Center is, what types of issues it solves, and how to use Workday Help Case management.
• Delivers strong customer service, gauging stakeholder needs and personality in order to adapt strategy to specific needs and promote effective issue resolution.
• Maintains organized records of common employee solutions, sharing findings with other Employee Service Center employees, mitigating rework, and increasing efficiency.
• Provides great customer service by promptly responding to inquiries and ensuring a consistent staff and people manager experience.
• Answers a broad range of questions regarding benefits, onboarding, employment, compensation, training, and Tufts Medicine policies and procedures.
• Maintains current knowledge in areas of Human Resources.
• Ensures information in Workday is accurate, up-to-date, and relevant.
• Supports technology needs such as data changes within systems ensuring data governance and consistency.
• Delivers training to key stakeholders and managers as needed.

Benefits

• Comprehensive Total Rewards package that supports health, financial security, and career growth.
• Fair, competitive pay designed to attract, retain, and motivate highly talented individuals.
• Compensation philosophy that rewards the important work you do every day.

Physical Requirements

• Work environment is a professional office environment with typical office requirements such as computers, phones, photocopiers, filing cabinets, etc.
• This is largely a sedentary role, which involves sitting most of the time, but may involve movements such as walking, standing, reaching, ascending/descending stairs, and operating office equipment.
• Frequently required to speak, hear, communicate, and exchange information.
• Able to see and read computer displays, read fine print, and/or normal type size print and distinguish letters, numbers, and symbols.
• Ability to work in confined or open environment.
• Ability to work independently or in a team environment.

Skills & Abilities

• Specialized experience and knowledge in HR Operations, HR Service Delivery, Benefits, and HRIS.
• Organized, detail-oriented, and self-motivated with the ability to multi-task and work in a deadline-driven environment.
• Ability to diagnose a problem and lead correction efforts through effective communication and efficient execution.
• Exceptional written and analytical skills.
• Possess a strong sense of urgency as part of the daily work style.