HR Contact Center Specialist (Employee Support)

We are seeking a highly detail-oriented and service-driven HR Contact Center Specialist to support employee inquiries and administrative processes within a fast-paced environment. This role functions as a high-caliber customer service position within HR, focused on case management, payroll inquiry resolution, and employee support rather than traditional HR program ownership.

The ideal candidate thrives in a structured, systems-driven environment and brings strong critical thinking skills, the ability to manage high call volumes, and a passion for delivering exceptional employee experiences.

• Answer and manage a high volume of inbound employee calls related to HR inquiries (e.g., payroll, leave of absence, policies)
• Provide accurate information, troubleshoot issues, and route inquiries to appropriate teams when needed
• Document all interactions and resolutions within case management systems

• Serve as a first point of contact for employee payroll-related questions
• Apply understanding of timekeeping and payroll processes to investigate and resolve inquiries
• Partner closely with Payroll teams to ensure timely and accurate issue resolution
• Escalate complex payroll issues as needed

• Create, track, and update cases using ServiceNow or similar case management tools
• Maintain accurate employee records, including documenting data changes and communications
• Support administrative processes such as:
  
  
  
  • Tuition reimbursement processing
  • Employment verifications
  • Policy acknowledgements and compliance tracking
  
  
  
  

• Provide day-to-day support to employees and internal HR partners
• Respond to policy-related questions and ensure consistent communication
• Collaborate cross-functionally to ensure seamless employee support experience

• Bachelor's degree required
• 5+ years of experience in a contact center, customer service, or HR support environment
• Strong experience handling inbound calls and case management workflows
• Experience with ServiceNow or similar case management systems preferred
• Familiarity with payroll processes and timekeeping logic (no processing required, but must be able to interpret and explain)
• Proficiency in Microsoft Outlook, Teams, and Excel
• Spanish language skills highly preferred

• Exceptional customer service and communication skills (verbal and written)
• Strong attention to detail and critical thinking ability
• Ability to manage multiple priorities in a fast-paced, high-volume environment
• Comfortable working within structured systems and processes
• Proactive, solutions-oriented mindset with strong follow-through

• Prior experience in an HR contact center or shared services environment
• Strong background in payroll inquiry resolution
• Experience managing high-volume inbound calls and case queues
• Ability to quickly assess issues and drive resolution with minimal supervision

**About Aquent Talent:**

Aquent Talent connects the best talent in marketing, creative, and design with the world's biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits!

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.

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