HR Call Center Specialist

Knowledge Management•North Charleston, SC

2d•Onsite

About The Position

Knowledge Management, Inc. (KMI) is seeking an HR Call Center Specialist for an ongoing 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 work closely with the Contracting Officer's Representative (COR) and agency personnel to understand and deliver HR services effectively and efficiently. The position requires general knowledge in various HR service areas and direct service provision for customer inquiries and case management. The ideal candidate will possess the appropriate education, expertise, and experience in human resources management and be proficient in using workflow, knowledge base, and case management software. Training on specific systems like GEMS and GTMNext will be provided, but strong competency in MS Outlook, Word, and Excel is expected.

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 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.
Personnel who possess the appropriate levels of education, expertise, and experience gained in human resources management offices and operations.
Personnel who are trained in using workflow software, Knowledge base software, and case management software.
Strong competency in MS Outlook, Word, and Excel.

Nice To Haves

Contractors will be trained in the utilization of GEMS (a Department of State PeopleSoft product) and GTMNext (a Service Now case management system).
Training on other IT tools will be provided as needed.

Responsibilities

Provide the full range of services at Tier 1 (HR Service Center) for customer intake and response.
Identify areas where information is required to manage the implementation and improvement of Tier 1 services cost-efficiently.
Respond to customers' initial inquiries/requests.
Escalate cases within and outside of GTM/TS.
Use case management technology to create, update, and assign cases.
Create ad hoc reports.
Communicate with EAS management.
Upload documents into employees' eOPF.
Mail documents to Records Information Management.
Distribute mail.
Answer phone calls and create cases as required.
Work closely with the COR and agency personnel to ensure sufficient contractor personnel meet customer needs and security requirements.
Safeguard all agency information, ensuring protection from unauthorized disclosure.
Maintain strict and absolute confidentiality of any information received.