Key Responsibilities:

• Serve as the first point of contact for colleagues and leaders through a centralized phone system, providing real-time guidance and issue resolution.

• Document all call details, consultations, and resolutions accurately; escalate complex cases to appropriate teams as needed.

• Provide expert support on policy interpretation, performance management, attendance, workforce reduction, and reasonable accommodation cases.

• Demonstrate empathy and professionalism when addressing colleague concerns while maintaining confidentiality.

• Collaborate cross-functionally with HR and other business areas to ensure consistent policy application and colleague support.

• Apply knowledge of federal and state employment laws and Health policies to mitigate risk and ensure compliance.

• Assist with colleague relations inquiries and offer proactive solutions to promote a positive workplace culture.

• Use sound judgment to balance business needs with colleague well-being, fostering a fair and respectful work environment.

Required Skills & Qualifications:

• Experience: Minimum 2+ years in Employee Relations, Labor Relations, or as an HR Generalist.
  Leadership experience may substitute for practical HR experience.

• Strong decision-making and real-time problem-solving skills.

• Excellent interpersonal, verbal, and written communication abilities.

• Proven ability to handle sensitive employee information with discretion.

• Working knowledge of employment/labor laws and HR policies.

Preferred Qualifications:

• Experience in mediation, consulting, or leadership roles.

• Professional certifications such as PHR/SPHR or SHRM-CP/SCP.

• Prior experience in call center or high-volume HR support environments.

Education:

• High School Diploma or GED required.

• Bachelor’s Degree in Human Resources, Business Administration, or a related field preferred (or equivalent work experience).