[Hiring] People Shared Services Specialist I @Dollar Tree

Role Description

The People Shared Services Specialist I serves as a first point of contact for associates and corporate employees seeking support with People-related questions, Workday transactions, policies, programs, and services. This role manages a high volume of cases through Workday and other approved service channels. The Specialist delivers timely, accurate, professional, and empathetic support; resolves inquiries within established scope; documents actions clearly; and escalates complex, sensitive, or out-of-scope matters to the appropriate Tier 2 or Center of Excellence (COE) teams.

The ideal candidate is customer-focused, detail-oriented, comfortable using technology, and able to balance productivity, accuracy, confidentiality, and quality in a fast-paced service environment. This role is an excellent opportunity for someone who enjoys solving problems, helping others navigate People processes, and contributing to a positive associate experience.

Key Responsibilities

• Receive, research, respond to, and resolve associate and employee inquiries through Workday and other approved support channels.
• Manage a high-volume case queue while prioritizing work based on urgency, business impact, service-level commitments, and established procedures.
• Provide clear, accurate, professional, and customer-focused written responses that address the individual’s question and explain next steps when applicable.
• Apply established policies, standard operating procedures, knowledge articles, process documentation, and system resources to resolve inquiries accurately and consistently.
• Complete permitted Workday transactions and support requests within the role’s defined scope, following established controls and approval requirements.
• Take ownership of cases from intake through resolution whenever possible, ensuring appropriate follow-up and a positive support experience.
• Identify when an inquiry requires escalation because of complexity, sensitivity, risk, policy interpretation, system issues, or work outside the Specialist’s authorized scope.
• Escalate cases to the appropriate Tier 2, COE, HRIS, Absence/Benefits, Payroll, Talent Acquisition, or other teams in accordance with defined escalation procedures.
• Maintain complete, accurate, and timely case documentation, including the issue, research performed, actions taken, information provided, disposition, and escalation details.
• Protect confidential associates, employees, and company information in accordance with company policies, privacy requirements, and data handling standards.
• Meet established performance expectations related to case quality, productivity, response time, resolution time, schedule adherence, customer experience, and service level agreements (SLAs).
• Participate in training, calibration sessions, team meetings, quality reviews, and knowledge-sharing activities to build proficiency in People processes, Workday functionality, and support tools.
• Help to identify recurring questions, unclear processes, knowledge gaps, system issues, or opportunities to improve self-service and share observations with leadership.
• Demonstrate flexibility as People processes, Workday functionality, business priorities, organizational structures, and service-delivery needs evolve.

Qualifications

• High school diploma or equivalent.
• 1+ years’ experience using Workday & Workday Help Case Management.
• 1+ years of experience in customer service, contact center operations, shared services, case management, help desk support, administrative support, retail operations, hospitality, HR support, or another high-volume service environment.
• Strong written and verbal communication skills, with the ability to communicate clearly, professionally, and respectfully with individuals at all levels of the organization.
• Demonstrated ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail, responsiveness, and accuracy.
• Strong problem-solving and critical-thinking skills, including the ability to research available information, follow established processes, use sound judgment, and recognize when escalation is needed.
• Ability to handle sensitive information with discretion and maintain a high degree of confidentiality.
• Strong organizational and time management skills, with the ability to manage a case queue and follow through on commitments.
• Proficiency with common business applications, including Microsoft Office or Google Workspace, and comfort learning new systems and technology.
• A positive, helpful, and customer-focused approach, with the ability to demonstrate empathy and professionalism in every interaction.

Preferred Qualifications

• Experience supporting HR, People Operations, Payroll, Benefits, Leave, Talent Acquisition, or employee relations processes.
• Experience in a large, distributed, retail, hospitality, call-center, or multi-location organization.
• Experience supporting associates or employees through phone, email, chat, case management, or other digital service channels.
• Familiarity with service-level agreements, customer-service metrics, quality standards, or knowledge-management practices.

What Success Looks Like

• Delivers fast, accurate, and high-quality support that makes People processes easier for associates and employees to navigate.
• Consistently meets established service level, productivity, quality, and case-management expectations.
• Takes ownership of inquiries and resolves them at the first point of contact whenever possible.
• Uses established policies, procedures, knowledge resources, and Workday tools to provide consistent answers and complete appropriate transactions.
• Communicates with clarity, empathy, professionalism, and respect, particularly when an associate is frustrated or unsure of next steps.
• Demonstrates sound judgment by resolving matters within scope and escalating issues promptly and accurately when needed.
• Maintains thorough, timely, and audit-ready case documentation.
• Protects confidential information and follows company policies, controls, and procedures.
• Quick learner adapting to changing processes and technology, and applies feedback from coaching and performance and Quality reviews.
• Contributes to a culture of accountability, continuous improvement, knowledge sharing, and exceptional associate service.

Benefits

• Start Rate = $20.75 - $23.25 based on experience.
• Health, Dental, & Vision insurance.
• Flexible spending account.
• Life and disability insurance benefits.
• 401k plan.
• PTO and paid holidays annually.
• Employee stock purchase plan.
• Employee Assistance Program.
• Retirement plans with matching contributions.
• Educational Assistance.
• Access to PerkSpot, an employee discount platform for goods and services.
• And much more!