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We combine deep engineering expertise with global-scale manufacturing to deliver the storage systems that make AI possible, powering hyperscale data centers, cloud platforms, and enterprise infrastructure worldwide.

This isn't theoretical work. It's real systems, at real scale, people solving some of the hardest challenges in technology today.

We're looking for people who want to build, solve, and operate at that level.

Join us and let's shape the future of data.

Job Description

JOB SUMMARY

The HR Operations Specialist 2 serves as the first point of contact for employees seeking HR support through the AskHR Tier 1 contact center. This technology-enabled role combines exceptional customer service with digital HR operations expertise, leveraging modern platforms including Workday HRIS, Cisco Webex Contact Center, AI-powered chatbots, and workflow automation tools to deliver fast, accurate, and compliant HR services.

As a digital-first HR professional, you will handle omnichannel inquiries (phone, chat, email, ticketing), empower employees through self-service education, generate data-driven insights, and drive continuous improvement in HR service delivery. This role is critical to our digital transformation journey and requires strong technical aptitude, analytical thinking, and a customer-centric mindset.

KEY RESPONSIBILITIES

1. Onsite Support

Partner closely with HR Experience Partners, Employee Relations & Compliance (ERC), HR Strategy & Optimization and other COEs.

Coordinate with the local government agencies, Navigate compliance, labor relations and statutory requirements

Work is central to reducing fragmentation, making HR accessible, responsive, helpful, and reliable, and reinforcing the new HR Service Delivery Model (SDM 2.0).

Guide employees to self-service tools (Presto, ServiceNow Employee Center, Workday) whenever appropriate

Provide a holistic end-to-end experience for the employee.

2. AskHR Tier 1 Contact Center Operations

Omnichannel Employee Support

Serve as first point of contact for HR inquiries via Cisco Webex Contact Center across multiple channels:
- Inbound/outbound call handling
- Ticket creation, categorization, and routing
- Case Management (tracking and resolution documentation)
Provide accurate, timely, and empathetic responses to employee questions on HR policies, benefits, payroll, systems, and processes
Achieve and maintain critical performance metrics:
- First Contact Resolution (FCR)
- Average Handle Time (AHT)
- Customer Satisfaction (CSAT)
- Case resolution time within SLA
- Accuracy and compliance standards

Case & Inquiry Management

Create, manage, and resolve HR cases in the case management system
Escalate complex issues to Tier 2 support, HR Centers of Excellence (COE), or specialized teams following established protocols
Maintain detailed case notes and documentation for audit and knowledge management purposes
Monitor case queues and proactively address aging or high-priority requests

Service Level Agreement (SLA) Monitoring

Track and meet defined SLAs for inquiry response and resolution
Identify bottlenecks and recommend improvements to service delivery
Participate in real-time queue management and workload balancing

3. HR Technology Administration & Support

Workday HRIS Operations

Navigate and administer core Workday modules (Employee Records, Benefits, Time Tracking, Compensation)
Review and validate Workday transactions for accuracy and completeness
Troubleshoot employee self-service issues and provide guided support
Support system updates, testing, and user acceptance activities

AI & Automation Enablement

Utilize HR chatbots and AI assistants to provide initial triage and answers to common inquiries
Monitor chatbot performance and escalate unresolved queries appropriately
Provide feedback to improve AI accuracy and knowledge base content

Digital Workflow & Document Management

Support digital signature processes and electronic document workflows
Maintain secure, compliant digital employee files
Ensure confidentiality and data privacy in all system interactions

4. Employee Self-Service Enablement & Training

Actively promote employee adoption of self-service tools in Workday and other HR platforms
Provide step-by-step guidance to employees navigating self-service transactions
Create and maintain user-friendly guides, FAQs, and quick reference materials
Conduct informal training sessions or one-on-one coaching to increase digital literacy
Support employees when self-service tools fail or when complex assistance is required

5. HR Process Support Across Employee Lifecycle

Onboarding & Offboarding

Assist with onboarding documentation, system access setup, and new hire orientation logistics
Coordinate offboarding activities including exit documentation, system deactivation, and final pay processing
Support Reduction in Force (RIF) activities with sensitivity and compliance

Contract & Employment Administration

Facilitate contract renewals and probation period management
Provide employment verification and certification services
Maintain accurate employee records in compliance with legal and company standards

Benefits & Leave Administration

Administer company benefits programs and government-mandated benefits
Manage employee absences, leave requests, and related system entries
Answer benefits-related inquiries and guide employees to appropriate resources

Payroll & Time Support

Support timekeeping processes and resolve time-related issues
Assist with pre-payroll validation and HR systems troubleshooting
Coordinate with Payroll team on employee-related payroll questions

6. Data Analytics, Reporting & Insights

Generate operational dashboards and reports on:
- Call/chat volume and trends
- Case resolution metrics and SLA performance
- Inquiry categories and root cause patterns
- Employee satisfaction and feedback themes
Conduct trend analysis to identify systemic issues, knowledge gaps, or process inefficiencies
Provide data-driven insights to HR leadership and recommend improvements
Support audit preparation by maintaining accurate records and producing compliance reports

7. Knowledge Management & Continuous Improvement

Identify knowledge gaps and create/update knowledge base articles for common HR inquiries
Participate in root cause analysis (RCA) and implement corrective and preventive actions (CAPA)
Drive process improvements through Lean, Six Sigma, or agile methodologies
Collaborate in Tier 2 and Tier 3 interlocks, business reviews, and HR operations governance meetings
Stay current on HR technology trends, system updates, and best practices

8. Confidentiality, Compliance & Data Security

Handle confidential employee information with the highest level of discretion and integrity
Ensure compliance with data privacy regulations (GDPR, local labor laws, company policies)
Follow secure access protocols and escalate security concerns immediately
Support internal and external audits by providing accurate documentation and records

Qualifications

Required

Education: Bachelor's degree in Human Resources, Business Administration, Information Technology, or related field
Experience: 2+ years in HR operations, shared services, contact center, or customer support environment
Technical Skills:
- Proficiency in HRIS platforms (Workday strongly preferred)
- Experience with contact center or ticketing systems
- Advanced Microsoft Office skills (Excel, Word, PowerPoint, Outlook)
HR Knowledge: Solid understanding of HR policies, employee lifecycle processes, and compliance requirements
Communication: Excellent written and verbal communication skills in English; additional languages a plus

Preferred

Experience with Cisco Webex Contact Center or similar omnichannel platforms
Familiarity with HR chatbots, AI assistants
Background in data analytics, reporting, or business intelligence
Certification in HR (PHR, SHRM-CP) or contact center operations (ICMI)
Experience in global HR shared services or multinational environments

Knowledge of Lean, Six Sigma, or process improvement methodologies

Additional Information

WD thrives on the power and potential of diversity. As a global company, we believe the most effective way to embrace the diversity of our customers and communities is to mirror it from within. We believe the fusion of various perspectives results in the best outcomes for our employees, our company, our customers, and the world around us. We are committed to an inclusive environment where every individual can thrive through a sense of belonging, respect and contribution.

WD is committed to offering opportunities to applicants with disabilities and ensuring all candidates can successfully navigate our careers website and our hiring process. Please contact us at [HIDDEN TEXT] to advise us of your accommodation request. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.

Notice To Candidates: Please be aware that WD and its subsidiaries will never request payment as a condition for applying for a position or receiving an offer of employment. Should you encounter any such requests, please report it immediately to WD Ethics Helpline or email [HIDDEN TEXT].