Human Resource Assistant- Tier 1

Our global biopharmaceutical client is seeking a Tier 1 HR Advisor to provide frontline HR support to employees and managers across a variety of Hire-to-Retire processes, HR policies, and HR systems. This role operates in a high-volume service center environment, handling inquiries through phone, chat, text, and other communication channels.

The Tier 1 HR Advisor will identify customer needs, research questions, provide accurate and timely solutions, and ensure an excellent employee experience. The ideal candidate will be comfortable working in a fast-paced environment while meeting established service levels, performance standards, and operational metrics.

Responsibilities

• Serve as a primary point of contact for employee and manager HR inquiries via phone, chat, text, and other communication channels.
• Handle a high volume of incoming inquiries within a call center/service center environment while providing professional, efficient, and courteous customer service.
• Evaluate employee and manager questions, clarify needs, research information, and provide accurate and timely resolutions using knowledge bases and other available resources.
• Perform day-to-day HR transactional processing within Workday and other HR systems.
• Provide guidance and support related to Workday, Kronos, and other HR platforms as needed.
• Adhere to established HR Operations procedures, Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and performance expectations.
• Listen carefully to employee and manager concerns, accurately interpret information, and communicate clear solutions.
• Escalate complex or unresolved issues to Tier 2 HR Service Center Specialists or HR Service Center leadership as appropriate.
• Create and maintain detailed, complete, and accurate documentation of all interactions within the case management system.
• Ensure case notes clearly and professionally document the issue, actions taken, and proposed resolution.
• Maintain the privacy and confidentiality of employee and company information while adhering to applicable laws, regulations, policies, and procedures.
• Identify recurring issues and escalation trends and communicate opportunities for process improvement or new solutions to HR Service Center leadership.
• Support initiatives designed to improve HR communications, operational efficiency, and the overall employee experience.
• Build positive working relationships with colleagues, managers, stakeholders, and employees across all levels of the organization.
• Effectively support a diverse employee and manager population

Qualifications

• High school diploma or GED required.
• Bachelor’s degree in Human Resources, Business, or a related field preferred.
• 1–2 years of experience in Human Resources, HR Operations, customer service, or a call center/service center environment preferred.
• Experience with Workday or other HR systems is highly desirable.
• Familiarity with Kronos, case management systems, and HR portal technology is a plus.
• IHRIM and/or SHRM certification is a plus.
• Six Sigma certification is a plus.
• Bilingual in English and Portuguese preferred

Skills & Competencies

• Strong customer service skills with a clear focus on the employee experience.
• Excellent verbal and written communication skills.
• Strong listening, problem-solving, and information-gathering abilities.
• Ability to manage a high volume of inquiries while maintaining accuracy and professionalism.
• Strong organizational and time-management skills.
• Ability to work effectively both independently and as part of a team.
• Ability to communicate and collaborate effectively with employees, managers, and stakeholders at all organizational levels.
• Strong attention to detail, particularly when documenting cases and completing HR transactions.
• Understanding of process improvement and cross-functional business processes.
• Proficiency with Microsoft Office, including Excel, Word, and PowerPoint, preferred.