JOB DUTIES: 65% HR Call Center Functions: • Provide consultation and assistance to current employees and applicants via calls (4-UOHR), e-mail, or through Service Now case management tool. Cases are related to systems support (e.g., PeopleSoft HRMS self-service) and HR process standards including form submissions. Inquiries can involve multiple HR functions and programs (payroll, recruiting, employee relations, compensation, etc. • Support the following areas of HR: payroll, retirees, compensation, job center, learning management, and other areas as defined by management. • Log all cases in case management tool as required, using pre-defined coding scheme to ensure accuracy and reporting capabilities. • Meet all service level standards as set by management. These include standards related to timeliness, accuracy, and case quality measures. • Use knowledge base documentation to answer questions quickly and consistently. • Determine when questions have policy or process implications in order to address those issues appropriately. • Forward transactional requests to field HR for processing. • Serve as entry point for cases from other call centers (e.g., Finance and IT). • Handle the majority of cases as one-call resolution.
20% Department Support: • Provide guidance and consultation to departments on matters relating to HR process, data and systems. • Recommend and implement process improvement opportunities. • Maintain knowledge base documentation. • Process employment verification's as needed and work with vendor to resolve issues as needed. • Process I-9s for both domestic and foreign national employees, including complex tax treaty paperwork.
10% Special Projects: • Serve on committees and work groups, and perform other various duties as assigned. • Participate on project teams as requested.
5% Research: • Conduct research on case questions as needed, and update knowledge base with resolution. Research may involve working with HRMS team regarding any function of HR.
REQUIRED QUALIFICATIONS: • BA/BS degree in Human Resources or a related field, OR a combination of education and work experience to total at least four years. • Experience with Microsoft tools such as Word, Excel, and/or Google documents and HRMS systems. • Excellent communication skills, both written and oral, including the ability to communicate technology-related concepts effectively with non-technically proficient individuals. • Ability to apply knowledge and skill to a task or activity with emphasis on standardization, precision, and timeliness of execution. • Ability to work collaboratively with people from a variety of backgrounds including business representatives from across the University, business process owners, the HRMS team, and University customers. • Committed to providing a professional level of customer service to customers. • Ability to work independently and as part of a team. • Demonstrated excellent problem-solving and analytical skills. • Proven ability to work with clients of diverse backgrounds and cultures.
Internal Number: 327370
About University of Minnesota, Twin Cities
The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.