Software Guidance & Assistance, Inc. (SGA, Inc.) · 1 month ago
HR Support Representative
Bethlehem, PA
Full-time
Hybrid
Entry Level
1+ years expSoftware Guidance & Assistance, Inc. (SGA) is searching for an HR Support Representative for a contract assignment with one of their premier Insurance services clients in Bethlehem, PA. This role involves providing HR support for complex requests in various HR areas and participating in the modernization of HR Service Delivery technology, including AI.
Information TechnologyStaffing Agency
Responsibilities
Answer calls with a smile in your voice while showing empathy where appropriate
Be an active participant in the modernization of HR Service Delivery technology, including AI
Participate in (and sometimes facilitate) ongoing training
Perform complex HR administrative support work in the realm of Workday, Benefits, Talent Management, Talent Acquisition, and Colleague Relations
Anticipate the further needs of a customer and provide thorough responses (email and telephone)
Collaborate and serve as a point of contact for the HR Centers of Excellence (COEs) and MyHR stakeholders for all new and existing work requests to drive successful execution of new and existing offerings
Research and resolve complex colleagues' questions, including Workday issues and transactions
Take the initiative to utilize data and metrics to address customer pain points, recommend process improvements, and develop internal documentation/reports to ensure customer satisfaction (CSAT), service level agreements (SLAs) and quality improvement adherence
Ensure standard operation procedures (SOPs) are continually reviewed with an eye on our colleague experience and simplicity with processes
Partner with leadership to ensure maintenance and upgrading of the case management system, including KB
Participate in the testing of system updates and enhancements
Build colleague trust and display empathy by providing accurate information
As needed, assist with Auditing MyHR work for accuracy, and tracking and maintaining processes that support the execution of our objectives and key results (OKRs) around customer satisfaction (CSAT), service level agreements (SLAs) and Quality
Support the HR Transformation work by becoming involved in related projects
As a HR Shared Services Representative, you will report directly to the Manager of HR Shared Services
Qualification
Required
High School Diploma/GED required
One or more years of Contact Center and/or relevant experience is required; two years is preferred
A minimum of one year Human Resources experience
Consistently demonstrated high-quality quality assurance (QA), service level agreement (SLA), and customer satisfaction (CSAT) delivery and feedback. (required)
Built credibility with associates and are a valued partner to the Audit team and Team Leads and/or Manager
Proven ability to follow existing processes with superior attention to detail
Functional skills and leadership behaviors aligned to Firm's HR Capability Model: A natural curiosity to learn about the business, HR function, and industry within which you're working. (Business Acumen)
The ability to fact-find for a complete understanding of colleague concerns, identify colleague's issue and make high-judgement decisions. (Strategic Thinking)
Experience in building relationships and collaborating with colleagues at all levels. (Relationship Management/ Collaboration)
Exceptional communication and organizational skills and the ability to prioritize in a fast-paced environment. (Agility)
Company
Software Guidance & Assistance, Inc. (SGA, Inc.)
For more than 40 years, SGA has delivered technology and resource solutions that Fortune 500 organizations, mid-size companies, state and local governments, and higher education institutions rely on to achieve their goals/missions.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Peter Taylor
CEO
Andrew Gallagher - CCWP
Senior Vice President - Strategic Partnerships
Company data provided by crunchbase