Human Resources Contact Center Representative

Human Resources
in Jacksonville
, FL
Reference: 19-04317


The Human Resources Contact Center Representative is the first point of contact for the resolution of both internal and external inquiries and requests, typically via phone, internet, and e-mail, related to Human Resources Shared Services operations. The Human Resources Representative quickly analyzes customer concerns and needs, resolves and/or coordinates resolution of issues in accordance with defined time limits.


  • Initiate cases, log all interactions into a computerized call tracking system and follow issues through to completion
  • Own all cases initiated through to resolution, regardless of assistance or hand-offs
  • Act as a subject matter expert for the Human Resources PeopleSoft System
  • Understand and prioritize/assist high priority areas with the right sense of urgency
  • Demonstrate a command of corporate and hospital facility processes related to Human Resources to include Compensation, HR Administration, Benefits, Employee Relations, Leave Administration and Talent Acquisition
  • Routinely work with confidential information/records and exhibit the highest level of confidentiality
  • Resolve most issues on his/her own including those with moderate to high complexity to include troubleshooting all Employee Self-Service (ESS)/Manager Self-Service (Client) cases and insure the caller’s needs are met in a timely manner
  • Support a high volume of inbound customer inquiries and requests and demonstrates a commitment to delivering exceptional customer service and problem resolution
  • Work with hospital Human Resource departments to analyze and resolve inquiries, system issues and Human Resource process issues
  • Point of contact for all hospital Human Resource departments and vendors related to HR Administration regarding verification of employment, concerns and follow up items from a mortgage, loan, and employment dates
  • Must work with Finance from a payroll perspective to provide financials to respond to vendor inquiries
  • Demonstrate patience and ability to remain calm under stressful situations
  • Provide working knowledge support for Human Resource operations, PeopleSoft, and other non-system related issues with minimal hand-offs and escalations
  • Open cases, log calls into a computerized call tracking system, and own cases through resolution
  • Teach and guide employees through all required steps to create a new position and or requisition
  • Understand the difference and clearly communicate to employee which is need and why
  • Responsible for delivering superior customer service to employees who contact the call center
  • Guide and troubleshoot employees and managers in navigating through Employee Self-Service (ESS)/Manager Self-Service (Client) functionality
  • Ensure employee privacy where appropriate, including confidentiality and protection of sensitive client reports or information
  • Maintain and build relationships with hospital staff, as well as, other users of the PeopleSoft system
  • Use experience and functional knowledge in multiple HR disciplines to decipher what employees are asking for in order to appropriately assist or route employee to the right level 2 specialist
  • Ability to translate old Destiny processes into new PeopleSoft processes and articulate the differences for employees to understand
  • Escalate and follow through on cross-functional issues properly and in a timely manner

Education and Experience: 

  • Bachelor’s degree or 5 years of related experience required
  • Two years of experience in a contact center, customer service business setting or human resources team environment required or completion of the organization’s internship program
  • Experience in the healthcare industry preferred
  • Experience in Shared Services Human Resources (Payroll, Benefits, Time & Attendance, Talent Acquisition, HRIS) services organization preferred

Technical Skills:

  • Web navigational and computer skills required
  • Knowledge of Human Capital Management and/or Customer Relationship Management software preferred
  • Proficiency in Microsoft Office (Excel, Word, Outlook) preferred
  • Proficiency in PeopleSoft strongly preferred
  • Ability to type fifty or more words per minute with excellent spelling, punctuation, grammar, and oral and written communications