Associate Coach

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Please note:

This is a hybrid role based out of our Support Center in Franklin, TN, with Monday through Thursday in the office and Fridays as designated work-from-home days.

Facilitates and supports HR transactional business processes for the manager and associate employment life cycle from a centralized human resources service center. Provides customer service and assistance in all aspects of business processes executed in the human resources information system (HRIS) of record. Applies training, knowledge bases and tools to resolve requests or issues.

• Supports a variety of manager and associate employment lifecycle business processes including, but not limited to, recruiting and on-boarding, performance management, job and compensation changes, and separation of employment. Initiates and processes transactions in the human resources information system (HRIS) for efficient workforce administration. Receives, verifies and enters or updates associate data.
• References, communicates and applies HR and workforce administration policies and procedures. Answers questions related to policies and procedures within the scope of workforce administration (e.g., recruitment, pre-employment screens, on-boarding, payroll, leaves of absence). Uses available tools and resource materials to provide information and resolve issues and requests. Learns and applies standard procedures and knowledge to develop solutions within established guidelines related to HR functions.
• Provides customer service and problem resolution for routine and frequent Tier 1 requests for system navigation and access assistance. Fields unique and specific Tier 2 requests from managers and HR requiring diagnosis and root-cause analysis and research to resolve. Assesses Tier 1 and 2 issues and escalates to management or HR partners in a timely manner per established service level agreements (SLAs) and response times to ensure quick resolution.
• Logs, documents and summarizes all interactions, issues, and requests into the designated system of record for management reporting of contact volume and assessment. Identifies recurring issues from calls and requests and recommends options for resolution, including configuration modifications and training, to management.
• Ensures that HR-related transactions are processed in compliance with external and internal policies and regulations.
• Maintains accurate and current data files and records. Prepares ad-hoc reports for managers and HR. Maintains confidentiality of personally identifiable information and sensitive data.
• Maintains general knowledge of all areas of human resources to provide cross-functional support within scope of responsibility.
• Participates in testing and deployment of change and maintenance activities for HR systems and processes as needed. Participates in problem solving and special projects as needed.

• High school diploma/GED and 2-3 years of human resources experience required, or an equivalent combination of education and experience
• Bachelor’s degree and HR generalist experience preferred
• Prior experience using Workday is strongly preferred

• General knowledge of federal, state, and local regulations governing employment as well as corresponding human resources policies and procedures
• Technical skills and proficiency with current, new and emerging human resource information systems (e.g., Workday), particularly system navigation and self-service functionality
• Computer skills with Microsoft Office applications (Word, Excel, PowerPoint, Outlook)
• Attention to detail and accuracy with quantitative and qualitative data
• Written and verbal communication skills to interact with internal and external customers
• Ability to handle sensitive information and maintain confidentiality
• Organizational and time management skills, including process orientation and punctuality for on-time attendance
• Ability to work independently under general supervision and collaboratively as part of a team

Ability to speak, read and write fluently in English is…