Senior Specialist, myHR

The myHR team members are the first point of contact for all HR questions, including Payroll, Manager Self-Service, Employee Data, New Hire Onboarding, Learning, Timekeeping, Performance Management processes and Benefit inquiries. This role serves as the primary customer contact utilizing a knowledge base and case management tool along with a multi-line phone, email, chat, and ticketing system. The Senior Specialist acts as a resource for other team members, handles escalated inquiries from other representatives and must be able to handle stressful situations with a professional attitude and provide a positive customer experience. The position serves as an operational lead in coordinating customer facing services and training sessions for the team. This role requires a strong subject matter expertise in HR policy, programs, and procedures. This role will exercise autonomy when consulting on escalated employee issues and determine adequate resolutions to escalated employee concerns. This role serves to coach, mentor and educate Specialists on the nuance of their roles and is essential in developing deep subject matter expertise in HR policy, programs and procedures with the team. The Senior Specialist role is central in coordinating and communicating in real-time and developing mitigation strategies for events that drive contacts into the myHR team.