HR Operations Specialist

RaceTrac•Atlanta, GA

18h

About The Position

The HR Operations Specialist serves as the first point of contact for Tier 1 employee and manager inquiries across multiple HR Centers of Expertise (COEs). This role is responsible for providing accurate and timely support, resolving cases within defined Service Level Agreements (SLAs), and escalating complex issues to Tier 2 or appropriate HR teams. The specialist will utilize case management tools and HR systems (including Workday) to ensure efficient handling of requests while maintaining compliance and confidentiality standards. What You'll Do: Respond to Tier 1 HR inquiries related to: Employee data changes (e.g., personal information updates, job changes), Benefits, payroll, time tracking, and general HR policies System navigation and troubleshooting for Workday self-service Process and validate employee transactions in Workday, ensuring data accuracy. Document and track all cases in ServiceNow (or other ticketing platforms) according to established protocols. Escalate complex or policy-sensitive cases to Tier 2 or relevant HR COE. Maintain compliance with HR policies, data privacy, and security standards. Contribute to continuous improvement by identifying recurring issues and recommending process enhancements. Conduct periodic audits for departments on as need basis. Support HR projects and initiatives as needed.

Requirements

Customer Service Excellence: Strong interpersonal skills with the ability to deliver a positive employee experience.
Communication Skills: Excellent verbal and written communication; ability to explain HR processes clearly and professionally.
Technical Proficiency: Working knowledge of MS Office (Outlook, Teams, Excel) and Google Suite (Docs, Sheets). Operational experience with HCM tools and ticketing platforms; Workday and ServiceNow strongly preferred .
Problem-Solving: Ability to interpret guidelines and apply judgment to resolve inquiries.
Organizational Skills: Strong attention to detail and time management; proven ability to meet SLAs.
HR Knowledge: Working understanding of HR principles, practices, and procedures.
Education: Bachelor’s degree or equivalent combination of education and experience; prior experience in an HR shared services environment strongly preferred
Excellent customer service and organizational skills with a strong aptitude for attention to detail.
Excellent time management skills with a proven ability to meet pre-defined SLA’s.
Excellent speaking, writing, and listening skills; ability to effectively relay information while paying careful attention to the concerns or questions being posed.
Ability to interpret and apply judgment according to directions or guidance.

Nice To Haves

Familiarity with HRIS reporting and troubleshooting.
Experience in high-volume, fast-paced environments.
HR certifications (PHR, SHRM-CP) a plus.

Responsibilities

With exceptional customer service at the forefront, uses case management tools to respond to and tracks employee and manager inquiries within a defined SLA. May involve coordinating across multiple partners or escalating as appropriate.
Administers all HR operations process support for employees and supervisors, including pre-hire, onboarding, and offboarding needs.
Conducts data audits and executes corrective actions across multiple HR systems.
Processes pertinent data changes as is appropriate.
Services employee queries involving general operations or programs (e.g., new onboarding, general benefits related questions, employment verifications tasks, Workday navigation, etc.).
Supports requests for information including employment verifications, subpoena requests, personnel file requests, etc.
Follows prescribed guidelines as it relates to protection of sensitive information, confidentiality, etc.
Creates and maintains effective FAQs and canned responses for commonly asked questions.
Identifies gaps in processes, procedures, scripts, and FAQs, and creates and documents solutions for these gaps; knowledge share with other team members as appropriate.
Additional duties as may be assigned from time to time.