HR Operations Representative ** Hybrid Role

Job Title: HR Operations Representative (Job ID: MCKEJP00005491)

Location: (1110 Sanctuary Parkway, Alpharetta, GA 30009) or (6535 N. State Highway 161, Irving, TX 75039)

Duration: 8 months contract w/ possibility of extension

Important Notes:

• Hybrid role.
• Work Schedule: Mon – Fri, 09:30am – 06:00pm Central Time.
• Perks of the Assignment: Opportunity for growth and learning, inclusion in team meetings, inclusive and dynamic environment.

Description:

• Handle telephonic and electronic inquiries from employees, managers, former employees, dependents, and external agencies.
• Your role involves providing direct resolutions or appropriately routing inquiries to relevant Operations or Shared Service departments.
• Respond to employee or people leader questions promptly and with empathy and accurately.
• Navigate multiple HR systems to identify resources to assist employees and people leaders and ensure thorough case documentation.
• Serve as first point of contact for HR questions, responding to all Employee Care General Queue inquiries with integrity and confidentiality.
• Address and resolve issues received through the Employee Center for employees and people leaders, while also offering user navigation support and general routine inquiry assistance for HR systems, programs, and policies.
• Apply business acumen and understanding of McKesson policy and programs to answer general employee inquiries.
• Provide transaction support for employee life cycle events with end-to-end process orientation.
• Use judgement to escalate HR Support inquiries to the leadership team when ambiguous or requires more expertise to address or route appropriately.
• Determine appropriate department, resource or team lead to route inquiries that cannot be resolved by the Employee Care General Queue alone.
• Ensure that each inquiry is met with a thorough and accurate response.
• Skilled in creating comprehensive and detailed case documentation.
• Use critical analysis and problem solving to resolve the issue before escalating or routing to another department.
• Provide high level customer service by ensuring employee questions are fully addressed, providing follow up to ensure that each case is fully resolved.
• Collaboration – Work closely with internal partners. Foster and maintain strong, collaborative relationships with partners.
• Support Employee Care Operations – Be proficient in Employee Care systems and operations to support the broader Employee Care team as needed. This support may include, but is not limited to, aiding in scheduling and other operational tasks, assisting with the Employee Care virtual assistant chatbot, managing cases within ServiceNow, and contributing to continuous improvement initiatives. A well-rounded understanding of these areas is crucial for ensuring smooth operations and enhancing service delivery..

Qualifications:

• Associates degree or equivalent experience required. (Bachelor’s degree preferred) in human resources, business administration, organizational development, or related equivalent experience.
• Minimum two (2) years of human resources or customer service/call center experience.
• Communicate both verbally and in writing with clarity and respect.
• Be comfortable in a fast-paced environment that is technology enabled.
• Ideal candidate should possess excellent customer service and HR knowledge, with a proven ability to manage complex initiatives involving multiple stakeholders.
• Should have strong communication, problem-solving, and multitasking skills, along with a strong attention to detail.
• Proficiency in HR systems (e.g., ADP) and contact center-related processes, including contact center reporting assistance.
• A passion for improving Employee Care service delivery, coupled with adaptability, confidentiality, and teamwork, is essential.
• Comfortable with Microsoft office tools.
• ServiceNow experience preferred.
• Navigating multiple technology tools including such as SharePoint, chatbot/virtual agent assistants, knowledge repositories, Microsoft Teams, etc.
• Bi-Lingual (Spanish) is a plus.

Job Types: Full-time, Contract

Pay: $25.00 - $30.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• Associate (Required)

Experience:

• Human Resources: 2 years (Required)
• Customer Service: 2 years (Required)
• HR Systems: 2 years (Required)
• Microsoft Office: 2 years (Required)

Ability to Commute:

• Alpharetta, GA 30009 (Required)

Work Location: Hybrid remote in Irving, TX 75039

Salary : $25 - $30