HR Operations Associate I

The HR Operations Associate I serves as the primary point of contact for employees, managers, former employees, and external agencies, providing exceptional service by addressing inquiries, resolving issues, and guiding customers through HR Information Systems. This role involves handling a high volume of inquiries via phone, email, or the HR Portal, and is critical in maintaining high standards of customer satisfaction.

This role is primarily remote, but the candidate must be based in the Tampa, FL or surrounding area as there will be occasional times when in office presence will be requested.

ESSENTIAL DUTIES

• Manage a high volume of incoming calls in a call center environment, providing accurate and timely responses using available resources such as call guides, knowledge bases, and policy manuals.
• Resolve customer issues effectively, striving for first-contact resolution and maintaining professionalism in all interactions.
• Assist customers in navigating HR Information Systems and other HR technology applications.
• Accurately document all customer interactions and transactions in the Case Management System, ensuring details are complete and thorough.
• Protect customer privacy by maintaining the security of personal and job data, adhering to company policies, procedures, and regulatory requirements.
• Handle complex inquiries with empathy, helping to de-escalate difficult situations.
• Escalate complex or unresolved issues to the HR Operations Supervisor or appropriate team for further assistance when necessary.
• Meet or exceed key performance indicators (KPIs) such as response time, call handling time, call quality, and first-call resolution rates.
• Collaborate with team members and other departments to provide a seamless customer experience and share insights on improving processes and services.
• Ensure up-to-date knowledge and adherence to company policies, procedures, and regulatory requirements.
• Participate in ongoing training and development programs to continuously enhance skills and knowledge.
• Adhere to the assigned work schedule, demonstrating punctuality and reliability.
• Consistently exhibit excellent verbal and written communication skills, using proper grammar, tone, clarity, and succinctness.
• Provide proactive feedback to HR Operations Supervisor on ways to improve processes and customer service.
• Other duties as assigned.

REQUIREMENTS

Education and Experience

• High School Diploma is required. Associate’s or Bachelor’s degree is preferred.
• Six months to one year of customer service or call center experience required.
• Must be Bilingual English/Spanish at an advanced proficiency.

Skills/Abilities

• Excellent customer service focus and ability to consistently deliver high quality customer service in a professional manner.
• Basic knowledge and understanding of Human Resources practices and services is preferred.
• Excellent verbal, written and active listening skills.
• Excellent interpersonal skills.
• Skilled at handling dissatisfied customers while maintaining composure.
• Ability to manage confidential information responsibly.
• Excellent attention to detail and accuracy in documentation.
• Strong problem-solving, organizational and multitasking skills.
• Capable of following standard operating procedures and scripts.
• Flexibility to accommodate scheduling changes and work various shifts, including evenings, weekends, and holidays as needed.
• Positive attitude towards change and collaboration.
• Able work independently and as part of a team.
• Proficient in Microsoft Office and able to learn and navigate multiple systems and applications.

Bloomin' Brands offers benefits such as medical, dental, vision, and 401k. Further details around eligibility and additional benefit offerings can be found at BloominBrandsBenefits.com.

We value diversity and are proud to be an Equal Opportunity Employer. We are committed to providing all individuals employment consideration regardless of race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law. 

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