HR Call Center Specialist

Knowledge Management, Inc.•North Charleston, SC

8d•Onsite

About The Position

Knowledge Management, Inc. (KMI) is seeking an HR Call Center Specialist for a long-term contract position in North Charleston, SC. This role serves as the front line for customer intake and response within the HR Service Center. The specialist will provide a full range of Tier 1 services, working closely with the Contracting Officer's Representative (COR) and agency personnel to ensure effective and efficient service delivery. The position requires general knowledge in various HR service areas, including PII protection, benefits, personnel actions, employee inquiries, leave administration, retirement, security clearances, telework, work schedules, promotions, OPF requests, tenure tracking, award nominations, and payroll resolutions. The specialist will be responsible for responding to initial inquiries, escalating cases, utilizing case management technology, creating reports, communicating with management, uploading documents, mailing documents, distributing mail, and answering phones. The role requires personnel with expertise in human resources management and proficiency in workflow, knowledge base, and case management software. Training will be provided on specific systems like GEMS and GTMNext, but strong competency in MS Outlook, Word, and Excel is expected. The specialist must safeguard agency information, maintain confidentiality, and work collaboratively with the COR and agency personnel to meet customer needs and security requirements.

Requirements

Active Secret clearance required.
General knowledge in Protecting PII (Personal Identifiable Information).
General knowledge in Benefits enrollment/changes.
General knowledge in Processing of initial personnel actions.
General knowledge in Reviewing and responding to Employee Profile inquiries and requests.
General knowledge in Leave administration inquiries/ Time and Attendance.
General knowledge in Retirement packages/eligibility determinations.
General knowledge in Survivor benefits.
General knowledge in EOD processing (non-benefits) and check out processing.
General knowledge in Security clearances, legal clearances, and badges/renewals.
General knowledge in Telework.
General knowledge in Work-schedule (alternative and others) requests.
General knowledge in Promotion requests.
General knowledge in OPF requests.
General knowledge in Tenure tracking.
General knowledge in Award nomination processing.
General knowledge in Payroll resolutions.
General knowledge in REA (Re-Employed Annuitants) related cases and other services.
Trained in using workflow software, Knowledge base software, and case management software.
Strong competency in MS Outlook, Word, and Excel.
Ability to work closely with the COR and agency personnel.
Ability to meet all security and other requirements specific to working in the Department's work site(s).

Nice To Haves

Personnel who possess the appropriate levels of education, expertise, and experience gained in human resources management offices and operations, to provide progressive technical services.
Contractors will be trained in the utilization of GEMS (a Department of State PeopleSoft product) and GTMNext (a Service Now case management system).