Job Posting Title:
Operations Coordinator, HR Service Center
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Hiring Department:
Office of Human Resources
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Position Open To:
All Applicants
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Weekly Scheduled Hours:
40
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FLSA Status:
Exempt from FLSA
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Earliest Start Date:
Immediately
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Position Duration:
Expected to Continue
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Location:
AUSTIN, TX
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Job Details:
General Notes
Security sensitive: criminal background checks conducted on selected candidate. Hiring decisions are contingent upon applicants clearing background requirements.
This position offers a hybrid work schedule with partially remote work options. Must have internet capability when working remotely.
Your skills will make a difference.
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.
• 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
For more details, please see: https://hr.utexas.edu/prospective/benefits and https://hr.utexas.edu/current/services/my-total-rewards
Hybrid work available - Hybrid/Remote with 2 remote days per week.
Purpose
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.
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.
Required Qualifications
- 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.
Preferred Qualifications
- 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
Salary Range
Working Conditions
Required Materials
- Resume/CV
- 3 work references with their contact information; at least one reference should be from a supervisor
- Letter of interest
Important for applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure that ALL Required Materials have been uploaded. Once your job application has been submitted, you cannot make changes.
Important for Current university employees and contingent workers: As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questions presented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.
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Employment Eligibility:
Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.
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Retirement Plan Eligibility:
The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.
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Background Checks:
A criminal history background check will be required for finalist(s) under consideration for this position.
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Equal Opportunity Employer:
The University of Texas at Austin, as an equal opportunity/affirmative action employer, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.
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Pay Transparency:
The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
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Employment Eligibility Verification:
If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States. Documents need to be presented no later than the third day of employment. Failure to do so will result in loss of employment at the university.
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E-Verify:
The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university’s company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:
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Compliance:
Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031.
The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.
People & HR