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Associate of Human Resources who will work on our Employee Services group. The Associate of Human Resources will report to the Human Resource Operations Manager and will work out of Capability Center in Tampa, FL. Our mission is simple: to serve patients. Our new Tampa Capability Center provides essential services that enable us to better pursue this mission. This state-of-the-art center serves as a base for finance, information systems, and human resources professionals to make a meaningful impact at one of the world's leading biotechnology companies. The Associate of Human Resources will have the opportunity to learn about the many aspects of human resources administration as they provide customer service support to staff members and managers as a member of our service delivery team. Additionally, the Incumbent will work with highly confidential information of all staff at all levels within the organization. Key Activities for the Associate include: Answers telephony inquiries from a dedicated phone line, as well as email inquiries, and triage / escalate issues according to defined processes and procedures; inquires include providing navigational support / answers relating to HR system (Workday) while utilizing a knowledgebase program for guidance, an incident management tool to manage inquiries and transactions, and providing excellent customer service as measured by Service Level Agreements and call center metrics Performs transactional work in Workday as well as manages and maintain the content in the team's knowledgebase program and suggest improvements for ongoing development Contributes to improving relationships and service levels with staff and Center of Excellence partners by pro-active communications as well as timely and effective responses Generates standard reports and perform audits on transactional work and other processes Contributes to knowledge sharing within the team. Provide feedback on process and technology improvements Supports and backs up other team members in their daily activities while fostering and sustaining a positive work environment that fosters team performance through own work and behavior Manages other assigned activities Several weeks of initial training, hosted in California, can be expected Basic Qualifications: Bachelor's degree OR Associate's degree and 4 years of Customer Service experience OR High school diploma / GED and 6 years of Customer Service experience Preferred Qualifications: Fluent in English and Spanish and ability to communicate effectively, both in English and Spanish, verbally and in written word 2+ years' experience in Human Resources, Customer Service or Payroll Effective analytical thinking and attention to detail or related internship experience demonstrating same Strong working knowledge of Microsoft Word, Excel, and Power Point Ability to multi-task in a fast paced environment to meet deadlines Strong team player who is able to collaborate with colleagues on complex tasks Experience supporting a large organization / customer base
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