HR Contact Center Associate

Jefferson Health Plans • Philadelphia, PA

17h • Onsite

About The Position

The People Operations Associate serves as the frontline point of contact for employees and managers, providing timely and accurate resolution of HR inquiries across a variety of topics including benefits, payroll, onboarding, policies, and HR systems. This role is responsible for delivering consistent, high-quality service through phone, chat, and case management channels. Reporting to the HR Contact Center Supervisor, the Associate leverages standardized knowledge, tools, and processes to drive first-contact resolution, while ensuring appropriate triage and escalation to Tier 2 specialist teams when necessary. This role is critical to delivering a positive employee experience and enabling efficient HR service delivery at scale.

Requirements

• High School Diploma/GED
• 1 year to 3 years of experience in HR, customer service, or contact center environment
• Strong customer service and communication skills
• Ability to handle high-volume inquiries with accuracy and professionalism
• Basic understanding of HR processes and employee lifecycle
• Ability to follow standardized processes and use knowledge tools effectively
• Strong attention to detail and documentation accuracy
• Ability to manage multiple priorities in a fast-paced environment

Nice To Haves

• Bachelor’s Degree in Human Resources, Business, Information Systems, Data Analytics, or related field.
• Experience in high-volume, service-oriented roles

Responsibilities

• Serve as the first point of contact for employee and manager HR inquiries via phone, chat, and case management systems
• Resolve Tier 1 inquiries using knowledge base articles, SOPs, and standard scripts to ensure consistency and accuracy
• Provide guidance on HR processes, policies, and system navigation (e.g., Workday self-service)
• Document all interactions in case management systems, ensuring completeness and accuracy
• Triage and route complex or specialized inquiries to Tier 2 or Tier 3 teams with appropriate documentation and context
• Meet established service level agreements (SLAs), quality standards, and productivity expectations
• Ensure compliance with HR policies, data privacy standards, and audit requirements
• Utilize knowledge base tools and contribute feedback to improve content accuracy and usability
• Stay current on HR policies, processes, and system updates to ensure accurate guidance
• Deliver a high-quality, customer-focused experience through professional communication and empathy
• Collaborate with team members and supervisors to address trends, improve service delivery, and share knowledge

Benefits

• medical (including prescription)
• supplemental insurance
• dental
• vision
• life and AD&D insurance
• short- and long-term disability
• flexible spending accounts
• retirement plans
• tuition assistance
• voluntary benefits
• tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED