The Team Member Care Center Specialist will act as the first point of contact for receiving and resolving employee, manager & former employee inquiries through the Team Member Care Center (TMCC); providing guidance covering all areas of HR including payroll, compensation, benefits, HRIS basic issues/education and basic employee relations queries. This role is the entry point to the HR function and allows a broad view of and experience with all functional areas to facilitate development and growth within HR.

Key Roles & Responsibilities:

• Serve as first line of support for TMCC operations by tracking incoming inquiries, identifying and resolving issues, and ensuring a high service level
• Ability to identify trends and report these to TMCC Manager for further vetting
• Proactively distinguish individual from potential broad-based impact issues based on a call or email inquiry and manage follow-ups accordingly
• Provide recommendations or suggest methods to update, simplify, and enhance processes, procedures and systems
• Work closely with HRIS, Benefits, Payroll and Store Operations teams on a day to day basis to stay informed of policy or procedure changes, escalate issues as appropriate and act as project support for all areas of HR
• Handle inquiries requiring detailed or technical knowledge about HR programs, plans, services or systems with escalation to subject matter experts as necessary; investigate and resolve issues independently where possible
• Ability to multi-task and prioritize urgency of customer inquiries or issues
• Develop proficiency in the use of HR systems including but not limited to Oracle, Kronos and Taleo 

Qualifications & Competencies:

• Bachelor’s degree in HR or functional experience preferred (e.g., HR call center, customer service center, HR functional area)
• Experience working in a rapidly changing, complex environment
• Excellent written and verbal communication skills 
• Excellent problem-solving skills, a fast learner, and able to quickly pick up new tools, software and processes
• High-level of organization, attention to detail, and follow-through
• Ability to identify and manage confidential and sensitive data with appropriate care and per procedure