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Western Digital

Makes hard drives for cloud and AI data centers

HR Operations Specialist 2

HR Operations & CoordinationPosted on Nov 10
Full-timeBayan Lepas, Penang, MalaysiaNo salary listedIn-person

About the Job

Requirements

  • A bachelor's degree in Human Resources, Business Administration, Information Technology, or a related field is required.
  • At least 2 years of experience in HR operations, shared services, a contact center, or a customer support environment is required.
  • Proficiency in HRIS platforms is required; Workday is strongly preferred.
  • Experience with contact center or ticketing systems is required.
  • Advanced Microsoft Office skills, including Excel, Word, PowerPoint, and Outlook, are required.
  • A solid understanding of HR policies, employee lifecycle processes, and compliance requirements is required.
  • Written and verbal communication skills in English are required.

Responsibilities

  • Serve as the first point of contact for HR inquiries through Cisco Webex Contact Center across phone, chat, email, and ticketing channels, including inbound and outbound calls, ticket creation, categorization and routing, and case tracking and resolution documentation.
  • Provide accurate and timely responses to employee questions about HR policies, benefits, payroll, systems, and processes, meeting first-contact resolution, average handle time, customer satisfaction, service-level, accuracy, and compliance metrics.
  • Create, manage, and resolve HR cases; escalate complex issues to Tier 2 support, HR Centers of Excellence, or specialized teams; maintain case notes and documentation; and monitor queues to address aging or high-priority requests.
  • Track and meet service-level agreements for inquiry response and resolution, identify bottlenecks, recommend service-delivery improvements, and participate in real-time queue management and workload balancing.
  • Navigate and administer Workday modules for employee records, benefits, time tracking, and compensation; review and validate transactions; troubleshoot employee self-service issues; and support system updates, testing, and user acceptance activities.
  • Use HR chatbots and AI assistants for initial triage and common inquiries, monitor their performance, escalate unresolved queries, and provide feedback to improve AI accuracy and knowledge-base content.
  • Support digital signatures and electronic document workflows, maintain secure and compliant digital employee files, and protect confidentiality and data privacy in system interactions.
  • Promote employee use of self-service tools, guide employees through self-service transactions, create and maintain user guides, FAQs, and quick reference materials, conduct informal training or one-on-one coaching, and assist when self-service tools fail or complex support is needed.
  • Assist with onboarding documentation, system access setup, and orientation logistics; coordinate offboarding, exit documentation, system deactivation, and final pay processing; and support Reduction in Force activities with sensitivity and compliance.
  • Facilitate contract renewals and probation-period management, provide employment verification and certification services, and maintain accurate employee records in compliance with legal and company standards.
  • Administer company and government-mandated benefits, manage employee absences and leave requests and their system entries, answer benefits inquiries, and direct employees to appropriate resources.
  • Support timekeeping and resolve time-related issues, assist with pre-payroll validation and HR systems troubleshooting, and coordinate with Payroll on employee payroll questions.
  • Generate operational dashboards and reports on call and chat volumes and trends, case resolution and service-level performance, inquiry categories and root causes, and employee satisfaction and feedback themes.
  • Analyze trends to identify systemic issues, knowledge gaps, and process inefficiencies; provide data-driven insights to HR leadership; recommend improvements; and support audit preparation with accurate records and compliance reports.
  • Identify knowledge gaps and create or update knowledge-base articles for common HR inquiries, participate in root cause analysis and corrective and preventive actions, and drive process improvements using Lean, Six Sigma, or agile methodologies.
  • Collaborate in Tier 2 and Tier 3 interlocks, business reviews, and HR operations governance meetings, and stay current on HR technology trends, system updates, and best practices.
  • Handle confidential employee information discreetly, comply with data privacy regulations including GDPR, local labor laws, and company policies, follow secure access protocols, promptly escalate security concerns, and support internal and external audits with accurate documentation and records.
  • Partner with HR Experience Partners, Employee Relations and Compliance, HR Strategy and Optimization, and other Centers of Excellence; coordinate with local government agencies; and navigate compliance, labor relations, and statutory requirements.
  • Guide employees to self-service tools such as Presto, ServiceNow Employee Center, and Workday, and provide a holistic end-to-end employee experience.

Desired Qualifications

  • Experience with Cisco Webex Contact Center or similar omnichannel platforms is preferred.
  • Familiarity with HR chatbots and AI assistants is preferred.
  • A background in data analytics, reporting, or business intelligence is preferred.
  • An HR certification such as PHR or SHRM-CP, or a contact center operations certification such as ICMI, is preferred.
  • Experience in global HR shared services or multinational environments is preferred.
  • Knowledge of Lean, Six Sigma, or process-improvement methodologies is preferred.

About the Company

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Western Digital

Makes hard drives for cloud and AI data centers

Western Digital, which goes by WD, designs and makes hard disk drives, mostly the high-capacity models that cloud and AI data centers use to store huge amounts of data cheaply. In 2013, its HGST unit shipped the first helium-filled hard drives, which fit more disks into each drive and use less power. Its drives store data on stacks of spinning magnetic disks, and the lineup runs from Ultrastar data center drives to WD Red and WD Purple drives for home servers and security cameras. WD makes its money selling these drives to cloud companies, PC makers, and retail shoppers. Western Digital was founded in 1970 and is based in San Jose, California, and in 2025 it spun off its flash memory business as Sandisk.

Company size
10,001+
Company stage
IPO
Headquarters
San Jose, CA
Founded
1970

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