Service Delivery and Operations (Ops) Talent (HR) Service Desk
Immediate need for a talented Service Delivery and Operations (Ops) Talent (HR) Service Desk. This is a 06+months contract opportunity with long-term potential and is located in New York, NY(Onsite). Please review the job description below and contact me ASAP if you are interested.
Job ID: 25-60968
Pay Range: $20 - $25/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).
Key Responsibilities:
- The Service Delivery and Operations (Ops) Talent (HR) Service Desk is responsible for serving as a subject matter expert for Benefits, Leaves, Payroll and Talent that involves providing customers a resolution on first contact while providing a distinctive customer experience.
- The Senior Representative is expected to accurately interpret, analyze, administer, and articulate complex employee Benefits and Payroll information, inquiries, and discrepancies.
- The Senior Representative is also expected to effectively understand and explain all Talent and Leave of Absence policies, procedures, and inquiries.
- The Senior Representative ensures information provided to customers and internal processes followed are in compliance with standards (e.g. HIPAA, PII, ERISA, IRS).
- This role is responsible for educating callers and guiding employees on where information can be found on Client’s intranet site as well as resolving interactions on first contact or escalating high complex issues to the next level of support.
- While working in a call center environment, the Representative ensures that accurate documentation and summarization of all interactions is completed in the Client Case Management System.
Key Requirements and Technology Experience:
- Skills-HR, Benefits, Payroll.
- Extensive knowledge of all Benefit, Payroll, and Leave programs and policies.
- Ability to work independently and involving leadership when appropriate.
- Adherence to schedule provided by Workforce Management Team.
- High level of professionalism to deal with confidential information with appropriate discretion.
- Consultative approach of educating customers so that they make informed decisions.
- Excellent listening skills with the ability to ask questions in a non-demeaning manner.
- Act as a settling influence in the time of a crisis while understanding the dynamic nature of this complex and often “personal in nature” customer support.
- Excellent problem solving, analytical, technical and research skills.
- Proven ability to work in an ever-changing environment, empathize when needed, and remaining calm under pressure.
- Ability to work in a team environment with a client service focus.
- Focus on the customer’s underlying needs by proactively seeking information from them.
- Follow and understand all performance expectations including, but not limited to quality, customer surveys, schedule adherence, and time off.
- 1+ year of contact center experience.
- 1+ year of Health & Welfare benefits experience.
- Experience working remotely in a contact center environment.
- Experience with Leave of Absence and Payroll.
- Some of the work streams the supports are provided in the following sections:
- Benefits Primary Support
- Health Plans
- FSA/HSA Plans
- Time Off Plans
- Life Events
- Life Insurance
- Retirement Plans
- Direct Billing
- Partner Plans.
- Leave of Absence & Disability Primary Support
- Long Term Disability
- Short Term Disability
- Family & Medical Leave
- Parental LOA
Personal LOA - Military LOA
- Payroll Secondary Support
- Pay Statements
- Tax Equalization
- Multiple State Tax
- Tax Jurisdictions
- Imputed Income
Our client is a leading IT Industry, and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.
Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
By applying to our jobs you agree to receive calls, AI-generated calls, text messages, or emails from Pyramid Consulting, Inc. and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy .
Immediate need for a talented Service Delivery and Operations (Ops) Talent (HR) Service Desk. This is a 06+months contract opportunity with long-term potential and is located in New York, NY(Onsite). Please review the job description below and contact me ASAP if you are interested.
Job ID: 25-60968
Pay Range: $20 - $25/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).
Key Responsibilities:
- The Service Delivery and Operations (Ops) Talent (HR) Service Desk is responsible for serving as a subject matter expert for Benefits, Leaves, Payroll and Talent that involves providing customers a resolution on first contact while providing a distinctive customer experience.
- The Senior Representative is expected to accurately interpret, analyze, administer, and articulate complex employee Benefits and Payroll information, inquiries, and discrepancies.
- The Senior Representative is also expected to effectively understand and explain all Talent and Leave of Absence policies, procedures, and inquiries.
- The Senior Representative ensures information provided to customers and internal processes followed are in compliance with standards (e.g. HIPAA, PII, ERISA, IRS).
- This role is responsible for educating callers and guiding employees on where information can be found on Client’s intranet site as well as resolving interactions on first contact or escalating high complex issues to the next level of support.
- While working in a call center environment, the Representative ensures that accurate documentation and summarization of all interactions is completed in the Client Case Management System.
Key Requirements and Technology Experience:
- Skills-HR, Benefits, Payroll.
- Extensive knowledge of all Benefit, Payroll, and Leave programs and policies.
- Ability to work independently and involving leadership when appropriate.
- Adherence to schedule provided by Workforce Management Team.
- High level of professionalism to deal with confidential information with appropriate discretion.
- Consultative approach of educating customers so that they make informed decisions.
- Excellent listening skills with the ability to ask questions in a non-demeaning manner.
- Act as a settling influence in the time of a crisis while understanding the dynamic nature of this complex and often “personal in nature” customer support.
- Excellent problem solving, analytical, technical and research skills.
- Proven ability to work in an ever-changing environment, empathize when needed, and remaining calm under pressure.
- Ability to work in a team environment with a client service focus.
- Focus on the customer’s underlying needs by proactively seeking information from them.
- Follow and understand all performance expectations including, but not limited to quality, customer surveys, schedule adherence, and time off.
- 1+ year of contact center experience.
- 1+ year of Health & Welfare benefits experience.
- Experience working remotely in a contact center environment.
- Experience with Leave of Absence and Payroll.
- Some of the work streams the supports are provided in the following sections:
- Benefits Primary Support
- Health Plans
- FSA/HSA Plans
- Time Off Plans
- Life Events
- Life Insurance
- Retirement Plans
- Direct Billing
- Partner Plans.
- Leave of Absence & Disability Primary Support
- Long Term Disability
- Short Term Disability
- Family & Medical Leave
- Parental LOA
Personal LOA - Military LOA
- Payroll Secondary Support
- Pay Statements
- Tax Equalization
- Multiple State Tax
- Tax Jurisdictions
- Imputed Income
Our client is a leading IT Industry, and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.
Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
By applying to our jobs you agree to receive calls, AI-generated calls, text messages, or emails from Pyramid Consulting, Inc. and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy .