Digital HR Support Specialist (Tier 1)

WD Media (Malaysia) Sdn, Bayan Lepas, Penang; Bayan Lepas; On-site; MYR 56,000 - 89,000; Full time

Job summary

WD Media (Malaysia) Sdn. is seeking an HR Operations Specialist 2 to serve as the first point of contact for employees seeking HR support via the AskHR Tier 1 center. You will leverage Workday HRIS, Cisco Webex Contact Center, and AI-powered tools to deliver fast, accurate, and compliant HR services.

The role requires strong technical aptitude, analytical thinking, and a customer-centric mindset as you support omnichannel inquiries and drive continuous improvement in HR service delivery.

Qualifications

• Experience in digital HR operations and customer service.
• Familiarity with HRIS platforms and automation tools.
• Excellent communication and multichannel support skills.
• Ability to generate data-driven insights and drive improvements.

Responsibilities

• Onsite support: partner with HR teams and COEs.
• Coordinate with government agencies, navigate compliance and statutory requirements.
• Guide employees to self-service tools like Presto, ServiceNow, and Workday.
• Provide a holistic end-to-end employee experience.
• Serve as first point of contact for HR inquiries via Cisco Webex Contact Center across channels.
• Inbound/outbound call handling.
• Ticket creation, categorization, and routing.
• Case management and documenting resolutions.
• Deliver accurate, timely, empathetic responses on HR policies, benefits, payroll

Skills

Omnichannel support

Digital HR operations

Customer service

Data-driven insights

Tools

Workday HRIS

Cisco Webex Contact Center

Presto

ServiceNow

Job description

WD Media (Malaysia) Sdn. is seeking an HR Operations Specialist 2 to serve as the first point of contact for employees seeking HR support via the AskHR Tier 1 center. You will leverage Workday HRIS, Cisco Webex Contact Center, and AI-powered tools to deliver fast, accurate, and compliant HR services.

The role requires strong technical aptitude, analytical thinking, and a customer-centric mindset as you support omnichannel inquiries and drive continuous improvement in HR service delivery.