The Hertz Corporation HR Support Specialist Tier II in Oklahoma City, Oklahoma
The principal purpose of the Tier 2 Support Specialist is to provide Tier 1 HR Support Specialists with beginning and advanced training and development. Includes support for questions, process guidance, and issues.
They will be responsible for being the Region expert; building 1:1 relationship with the Region Sr HRBP and their team.
Point of contact for Tier 1 escalations specific to their region of assignment.
They will be working in a fast paced environment and process Oracle changes plus ticket documentation in a timely, efficient manner while assisting with mentoring type functions.
This role works directly with the HR ECC Management with delegated duties such as, but not limited to, coaching Specialists, distributing inbox workload, assisting with audits, handling escalated issues, etc.
Key result areas:
Have a thorough understanding of all ECC processes / responsibilities to assist ECC Management in meeting all SLA’s
Assist with training and development for ECC HR Support Specialist both new hires and current employees.
Identify key training opportunities that are made visible through escalation, audits and implementing training courses and material based on these opportunities.
Region expert and backup for secondary region
Assist with delegated responsibilities from ECC Management that require a higher level understanding of the ECC process including special projects.
Handle escalated emails and calls regarding processing and following up with customers: HRBP’s, Recruiters, Employees
Assist with department audits measuring productivity and metrics
Development & maintain knowledge database in CA service desk
Become a knowledgeable resource for HR Community
Assist with Process improvement ideas for ECC management
When applicable, troubleshoot general critical analyses and problem solving to resolve issues prior to escalating to ECC management
Participate in automation testing
Coordinate / lead ECC team on integration / acquisitions; so all target processing deadlines are met
Special projects as assigned
Educational Background: College degree in HR or Business discipline – preferred
Knowledge and experience of:
At least 6 months in an Employee Care Center, Shared Services or HR generalist type related role
Good understanding of all functions / responsibilities of HR systems, (e.g. applicant tracker (iCims), HRMS, eVerify, Tracker, HR Ticketing Tool)
Proficiency in processing all types of HR transactions timely and accurately
Providing excellent customer service working in a call center environment
HR policies / procedures / practices as it relates to benefits, pension, 401K, consova audits, etc.
MS Office software
Organizational and problem solving skills
Work in changing environment with minimal supervision
Interpersonal skills: interact with all levels of employees
Work effectively in a team as well as independently
Attention to detail, accuracy and quality standards in a processing/servicing environment
Multi-tasking in a high volume setting
Time management, organizational and problem solving skills
Customer service skills
Flexibility to work days and evening, operational hours 8:00 am to 6:00 pm Monday thru Friday, with overtime if required
Lead authentically: Build trusting relationships with the field; speak up and make the tough calls when needed
Grow incredible talent: Effective coaching approach for our Tier 1 support; create opportunities for team members to develop
Align people: Bringing people together to solve problems; Help individuals navigate change
Deliver great outcomes, consistently: Deliver exceptional outcomes for our employees; challenge courageously when things aren’t getting done the right way
Innovate at our Core: Continuously drive for improvement - proactively
Mentor or coaching experience
Previously working with CBAs
Ability to speak/read Spanish fluently
Preferred Requirements :
Hertz is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.
Job ID 135584
# Positions 1
Location US-OK-Oklahoma City
Category Human Resources
Division OKC - Technology Center