Agent, Colleague Support, HRSS - Tier I Contact Center

TL;DR

Agent, Colleague Support, HRSS (HR Operations): Providing administrative support and resolving HR-related inquiries for a large healthcare organization with an accent on benefits, payroll, and leave administration. Focus on delivering an exceptional colleague experience through high-quality case management and maintaining service level agreements in a high-volume contact center environment.

Location: Remote position with 25% travel required to various hirify.global sites.

Salary: $21.52 - $32.28 per hour

Company

hirify.global is a large, mission-driven healthcare organization committed to providing compassionate, person-centered care.

What you will do

• Deliver empathetic and courteous service to colleagues via phone and case management systems.
• Respond to inquiries regarding benefits, payroll, leave administration, and HRIS policy interpretation.
• Accurately document all interactions in the case management system to ensure compliance and clarity.
• Promote Tier 0 self-service tools to educate colleagues on available resources.
• Identify root causes of issues and strive for first-contact resolution.
• Participate in special projects such as annual open enrollment and compliance campaigns.

Requirements

• Must be based in the US and able to travel to hirify.global sites up to 25% of the time.
• Associate’s degree or equivalent professional experience.
• Minimum 1+ years of experience in a high-volume contact center or customer service role.
• Demonstrated proficiency in HRIS and contact center systems such as Workday, UKG, or Cisco.
• Ability to handle complex HR inquiries and maintain confidentiality.
• Strong attention to detail and commitment to customer excellence.

Nice to have

• Experience in HR Shared Services, benefits, payroll, or leave administration.
• Proficiency in Microsoft Office Suite.
• HR Certification from an accredited body.

Culture & Benefits

• Commitment to ICARE values and a person-centered culture.
• Equal Opportunity Employer valuing diversity and inclusion.
• Opportunities for continuous learning and professional development.
• Collaborative work environment focused on process improvement and peer mentorship.