Human Resources Contact Center Associate

Number of Positions In Requisition

1



Job Details

The Human Resources Contact Center Associate serves as the frontline point of contact for employees and managers, providing timely and accurate resolution of HR inquiries across a variety of topics including benefits, payroll, onboarding, policies, and HR systems. This role is responsible for delivering consistent, high-quality service through phone, chat, and case management channels.
Reporting to the HR Contact Center Supervisor, the Associate leverages standardized knowledge, tools, and processes to drive first-contact resolution, while ensuring appropriate triage and escalation to Tier 2 specialist teams when necessary. This role is critical to delivering a positive employee experience and enabling efficient HR service delivery at scale.

Job Description

Summary
The Human Resources Contact Center Associate serves as the frontline point of contact for employees and managers, providing timely and accurate resolution of HR inquiries across a variety of topics including benefits, payroll, onboarding, policies, and HR systems. This role is responsible for delivering consistent, high-quality service through phone, chat, and case management channels. Reporting to the HR Contact Center Supervisor, the Associate leverages standardized knowledge, tools, and processes to drive first-contact resolution, while ensuring appropriate triage and escalation to Tier 2 specialist teams when necessary. This role is critical to delivering a positive employee experience and enabling efficient HR service delivery at scale.

Job Duties

• Serve as the first point of contact for employee and manager HR inquiries via phone, chat, and case management systems
• Resolve Tier 1 inquiries using knowledge base articles, SOPs, and standard scripts to ensure consistency and accuracy
• Provide guidance on HR processes, policies, and system navigation (e.g., Workday self-service)
• Document all interactions in case management systems, ensuring completeness and accuracy
• Triage and route complex or specialized inquiries to Tier 2 or Tier 3 teams with appropriate documentation and context
• Meet established service level agreements (SLAs), quality standards, and productivity expectations
• Ensure compliance with HR policies, data privacy standards, and audit requirements
• Utilize knowledge base tools and contribute feedback to improve content accuracy and usability
• Stay current on HR policies, processes, and system updates to ensure accurate guidance
• Deliver a high-quality, customer-focused experience through professional communication and empathy
• Collaborate with team members and supervisors to address trends, improve service delivery, and share knowledge

Minimum Qualifications

• High School Diploma/GED
• 1 year to 3 years of experience in HR, customer service, or contact center environment
• Strong customer service and communication skills
• Ability to handle high-volume inquiries with accuracy and professionalism
• Basic understanding of HR processes and employee lifecycle
• Ability to follow standardized processes and use knowledge tools effectively
• Strong attention to detail and documentation accuracy
• Ability to manage multiple priorities in a fast-paced environment

Preferred Qualifications

• Bachelor’s Degree in Human Resources, Business, Information Systems, Data Analytics, or related field.
• Experience in high-volume, service-oriented roles

Additional Qualifications

Physical Demands
Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use, *patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.

Job Description Disclaimer: This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.

Work Shift

Workday Day (United States of America)

Worker Sub Type

Regular

Employee Entity

Thomas Jefferson University

Primary Location Address

1101 Market, Philadelphia, Pennsylvania, United States of America

Nationally ranked, Jefferson, which is principally located in the greater Philadelphia region, Lehigh Valley and Northeastern Pennsylvania and southern New Jersey, is reimagining health care and higher education to create unparalleled value. Jefferson is more than 65,000 people strong, dedicated to providing the highest-quality, compassionate clinical care for patients; making our communities healthier and stronger; preparing tomorrow's professional leaders for 21st-century careers; and creating new knowledge through basic/programmatic, clinical and applied research. Thomas Jefferson University, home of Sidney Kimmel Medical College, Jefferson College of Nursing, and the Kanbar College of Design, Engineering and Commerce, dates back to 1824 and today comprises 10 colleges and three schools offering 200+ undergraduate and graduate programs to more than 8,300 students. Jefferson Health, nationally ranked as one of the top 15 not-for-profit health care systems in the country and the largest provider in the Philadelphia and Lehigh Valley areas, serves patients through millions of encounters each year at 32 hospitals campuses and more than 700 outpatient and urgent care locations throughout the region. Jefferson Health Plans is a not-for-profit managed health care organization providing a broad range of health coverage options in Pennsylvania and New Jersey for more than 35 years.    

Jefferson is committed to providing equal educa­tional and employment opportunities for all persons without regard to age, race, color, religion, creed, sexual orientation, gender, gender identity, marital status, pregnancy, national origin, ancestry, citizenship, military status, veteran status, handicap or disability or any other protected group or status. 

Benefits

Jefferson offers a comprehensive package of benefits for full-time and part-time colleagues, including medical (including prescription), supplemental insurance, dental, vision, life and AD&D insurance, short- and long-term disability, flexible spending accounts, retirement plans, tuition assistance, as well as voluntary benefits, which provide colleagues with access to group rates on insurance and discounts. Colleagues have access to tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service. All colleagues, including those who work less than part-time (including per diem colleagues, adjunct faculty, and Jeff Temps), have access to medical (including prescription) insurance.

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