Hr operations system specialist (onsite)

Overview:

We are seeking a detail-oriented Employee Relations Specialist to join our HR Services team. This role is primarily phone-based, focused on the intake and resolution of employee inquiries and workplace concerns. The ideal candidate will confidently communicate company policies, deliver clear and timely responses, and handle a high volume of employee calls with professionalism and consistency.

Key Responsibilities:

• Handle employee relations inquiries primarily via phone, providing accurate and timely responses.
• Use effective questioning, active listening, and de-escalation techniques to assess and identify issues, resolving concerns directly or routing to the appropriate team as needed.
• Resolve issues by directing employees to resources or by referencing and applying HR policies, procedures, and labor regulations.
• Clearly communicate applicable processes and policies during live conversations with employees and managers.
• Document call cases with accuracy, confidentiality, and compliance with data privacy standards.
• Exercise sound judgement when determining when an issue should be handled independently and when it needs to be escalated to HR leadership or specialized support teams.
• Identify recurring themes in inquiries and flag trends and potential areas for policy clarification or process improvement.

• Language Proficiency: C1 English with excellent verbal and written communication skills.
• Experience: Minimum 1 year of HR experience, ideally in employee support, call center HR services, or a similar role.
• Strong ability to interpret and explain HR policies and procedures.
• Ability to manage real-time phone conversations with professionalism, empathy, and accuracy.
• Critical thinking and decision-making skills when applying policy to ambiguous situations.
• High level of confidentiality, integrity, and attention to detail.
• Strong time management and organizational skills to handle high call volumes.
• Proficiency in Microsoft Office Suite; familiarity with HRIS platforms (Workday,

Salesforce) preferred.

• 2–3 years of HR or employee support experience, especially in a phone-based or contact center environment.
• Knowledge of labor laws and HR compliance requirements.
• HR certification (e.g., SHRM-CP, PHR, CIPD) is an advantage.