HR Helpdesk Specialist — Contact Center

Health Partners Plans; Philadelphia (Philadelphia County); On-site; USD 42,000 - 62,000; Full time

Job summary

Health Partners Plans is seeking an HR Contact Center Associate to serve as the frontline resource for employees and managers in Philadelphia. You will resolve benefits, payroll, onboarding, and policy inquiries via phone, chat, and case management, while triaging complex issues to Tier 2.

The role emphasizes accuracy, consistency, and delivering a positive employee experience. You will utilize standardized processes, knowledge tools, and Workday self-service guidance to support HR operations

Qualifications

• 1–3 years of experience in HR, customer service, or contact center
• Strong written and verbal communication skills
• Ability to follow standardized processes using knowledge tools
• Proficient with HR systems (e.g., Workday) or similar

Responsibilities

• Serve as the first point of contact for employee and manager HR inquiries via phone, chat, and case management systems
• Resolve Tier 1 inquiries using knowledge base articles, SOPs, and standard scripts to ensure consistency and accuracy
• Provide guidance on HR processes, policies, and system navigation (e.g., Workday self-service)
• Document all interactions in case management systems, ensuring completeness and accuracy
• Triage and route complex or specialized inquiries to Tier 2 or Tier 3 teams with appropriate documentation and context
• Meet established service level agreements (SLAs), quality standards, and productivity expectations
• Ensure compliance with HR policies, data privacy standards, and audit requirements
• Utilize knowledge base tools and contribute feedback to improve content accuracy and usability
• Stay current on HR policies, processes, and system updates to ensure accurate guidance
• Deliver a high-quality, customer-focused experience through professional communication and empathy
• Collaborate with team members and supervisors to address trends, improve service delivery, and share knowledge

Skills

Customer service

Communication

HR processes

Attention to detail

Multitasking

Education

Bachelor's degree in HR, Business, or related field

Job description

Health Partners Plans is seeking an HR Contact Center Associate to serve as the frontline resource for employees and managers in Philadelphia. You will resolve benefits, payroll, onboarding, and policy inquiries via phone, chat, and case management, while triaging complex issues to Tier 2.

The role emphasizes accuracy, consistency, and delivering a positive employee experience. You will utilize standardized processes, knowledge tools, and Workday self-service guidance to support HR operations