Operations Coordinator, HR Service Center

The University of Texas at Austin • Austin, TX

2d • Hybrid

About The Position

Serve as an operational coordinator for the Human Resources Service Center by helping ensure work moves effectively across customer service channels, records management, workers comp, and other HR support functions. This role provides operational oversight, workflow coordination, and hands-on support as needed to maintain service levels and support the delivery of high-quality HR services. You’ll be working for a university that is internationally recognized for our academic programs and research. Your work will make a difference in the lives of faculty and staff, thereby enhancing the student experience. If you’re the type of person that wants to know your work has meaning and impact, you’ll like working in our department and for UT Austin.

Requirements

• Bachelor’s degree in Human Resources, Business Administration, Public Administration, Operations Management, Hospitality Management, or a related field and two years of relevant experience; OR High school diploma or GED and six years of progressively responsible experience in customer service operations, contact center operations, workforce coordination, hospitality operations, logistics, human resources, or related areas.
• Experience coordinating work in a fast-paced, high-volume environment with competing priorities and changing demands.
• Demonstrated ability to monitor workload, track progress, identify bottlenecks, and coordinate activities to meet operational objectives.
• Strong organizational skills with exceptional attention to detail and ability to manage multiple priorities simultaneously.
• Excellent verbal and written communication skills with the ability to interact effectively with a diverse customer and employee population.
• Experience utilizing reports, operational metrics, or data to support decision making and improve processes.
• Demonstrated ability to exercise sound judgment, solve problems, and escalate issues appropriately.
• Proficiency with Microsoft Office applications, including Excel, Outlook, Teams, and related business systems.
• Experience handling confidential and sensitive information with professionalism and discretion.
• Must be authorized to work in the United States on a full-time basis for any employer.
• Relevant education and experience may be substituted as appropriate.

Nice To Haves

• Experience working in a contact center, customer service center, service desk, hospitality operation, workforce management environment, logistics operation, or human resources service environment.
• Experience coordinating schedules, staffing coverage, workload distribution, or service queues.
• Experience monitoring operational metrics, productivity reports, service levels, or customer experience indicators.
• Human Resources experience, including familiarity with HR processes, policies, or HR information systems, such as Workday.
• Experience supporting process improvement, quality assurance, workflow standardization, or operational excellence initiatives.
• Bilingual in English and Spanish

Responsibilities

• Coordinate the daily operations of the Human Resources Service Center to help ensure work is prioritized, monitored, and progressing across multiple service channels, including phone, email, case management systems, mail, and in-person support.
• Monitor workload, productivity, staffing coverage, and operational performance indicators to identify bottlenecks, service gaps, and emerging issues.
• Escalate concerns and provide solution-oriented recommendations to support continuity of service.
• Assist with daily workflow coordination, task assignments, queue management, and operational communications to help ensure timely completion of work across the HR Service Center, Records, and Workers Comp areas.
• Analyze reports, operational metrics, and service trends to support decision making, workload balancing, and continuous process improvement.
• Provide direct operational support during peak volume periods, staffing shortages, absences, or other business needs.
• Assist with customer inquiries, case management, records processing, and other service center activities as necessary to maintain service levels and operational continuity.
• Collaborate with leadership to support staffing plans, coverage needs, peak-volume periods, special projects, and operational initiatives.
• Participate in process improvement efforts by identifying inefficiencies, recommending operational enhancements, and supporting implementation of new procedures and workflows.
• Assist with training coordination, documentation updates, and operational readiness activities to support team effectiveness and service excellence.

Benefits

• Competitive health benefits (employee premiums covered at 100%, family premiums at 50%)
• Voluntary Vision, Dental, Life, and Disability insurance options
• Generous paid vacation, sick time, and holidays
• Teachers Retirement System of Texas, a defined benefit retirement plan, with employer matching funds
• Additional Voluntary Retirement Programs: Tax Sheltered Annuity 403(b) and a Deferred Compensation program 457(b)
• Flexible spending account options for medical and childcare expenses
• Robust free training access through LinkedIn Learning plus professional conference opportunities
• Tuition assistance
• Expansive employee discount program including athletic tickets
• Free access to UT Austin's libraries and museums with staff ID card
• Free rides on all UT Shuttle and Austin Cap Metro buses with staff ID card

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level