Specialist, myHR - Closing Shift

T-MOBILE USA, Inc.; Overland Park (KS); On-site; USD 41,000 - 76,000; Full time

Benefits offered by this job

Medical/dental/vision insurance

401(k) and stock grants

Employee stock purchase plan

Paid time off & holidays

Tuition assistance

Job summary

T-Mobile USA, Inc. is seeking an HR Helpdesk role based in Overland Park, KS.

This position supports Payroll, Benefits, Timekeeping, Onboarding, and HR policy inquiries, using knowledge bases and case management tools to resolve issues and educate employees on self-service options. The role requires strong communication, confidentiality, and customer service skills, with a focus on accurate issue diagnosis and timely resolutions.

Qualifications

• Bachelor's Degree or equivalent required.
• < 2 years HR experience or strong Call Center/Customer Service background preferred.

Responsibilities

• Answer and resolve a high volume of HR inquiries via email, phone, tickets, and chat to ensure first-time resolution.
• Troubleshoot and resolve issues that might prevent timely processing or result in data integrity issues.
• Acquire and maintain knowledge of HR programs, processes, technology, and policies to diagnose HR issues.
• Identify opportunities to improve HR services and Employee Experience.
• Create and maintain documentation for the knowledge base tool.

Skills

Communication

Confidentiality

Customer Service

Data Analysis

Human Resources Policies

Issue Tracking

Knowledge Management Systems

Mentorship

Troubleshooting

Education

Bachelor's Degree or equivalent

Job description

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That's how we're UNSTOPPABLE for our employees!

Job Overview

The myHR team members are the first point of contact for all HR questions, including Payroll, Manager Self-Service, Employee Data, New Hire Onboarding, Learning, Timekeeping, Performance Management processes and Benefit inquiries. This role serves as the primary employee contact utilizing a knowledge base and case management tool along with a multi-line phone, email, chat, and ticketing system. The position provides functional and technical support for managers and employees with resolutions that are timely and accurate to help enhance the Employee Experience, while educating employees along the way to promote employee self-service. It requires customer focus skills in order to act as the customer advocate and help alleviate pain points. The role should demonstrate a high level of HR policy and program expertise and will have autonomy to educate on HR policy and procedure. The role will exercise structured decision-making responsibilities when evaluating employee and manager inquiries and when educating employees on appropriate HR policy and procedures.

*This position is based in Overland Park, KS.*

*This role follows a Closing Shift schedule: Monday - Friday 10 am - 7 pm CST.*

Job Responsibilities

• Answer and resolve a high volume of HR related inquiries (i.e. payroll, benefits, timekeeping, and HR policies) via emails, phones, tickets, and chat system to ensure first time resolution. Troubleshoot and provide technical support to exceed service levels while referring employees to appropriate departments as needed. Communicate the status of escalated issues to the supervisor/management on a timely basis.
• Troubleshoot and resolve issues that might prevent timely processing or result in data integrity issues.
• Acquire and maintain knowledge of relevant HR programs, processes, technology, and policies in order to provide accurate problem diagnosis for low to critical HR issues in a timely and efficient manner.
• Identify process improvement opportunities that enhance the quality and efficiency of the HR Services team and the Employee Experience.
• Create and maintain documentation for the existing knowledge base tool (Internal Portal that houses HR Services information).

Education and Work Experience

• Bachelor's Degree OR combination of education and experience deemed equivalent (Required)
• Less than 2 years Experience in HR environment, or strong Call Center/Customer Service background. (Preferred)

Knowledge, Skills and Abilities

• Communication (Required)
• Confidentiality (Required)
• Customer Service (Required)
• Data Analysis (Required)
• Human Resources Policies (Required)
• Issue Tracking (Required)
• Knowledge Management Systems (Required)
• Mentorship (Required)
• Troubleshooting (Required)

Licenses and Certifications

• Professional in Human Resources (PHR) (Preferred)
• Certified Payroll Professional (CPP) (Preferred)
• At least 18 years of age
• Legally authorized to work in the United States

Travel

Travel Required (Yes/No): No

DOT Regulated

DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No

Total Target Cash Earnings Opportunity

Total Target Cash Earnings Opportunity: $43,833 - $79,083

National Base Pay Range: $20.07 - $36.21

The Total Target Cash Earnings Opportunity represents the expected total cash compensation for this role at target performance, combining base salary and annual incentive opportunity. Actual earnings may be higher or lower depending on individual performance and overall company results.

The base pay range reflects the compensation component of this opportunity. The candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range. To find the pay range for this role based on hiring location.

At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Corporate employees are eligible for a year-end bonus based on individual and/or company performance and which is set at a percentage of the employee's eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. The incentive component included in the Total Target Cash Earnings Opportunity reflects target performance. Actual earnings included in the Total Target Cash Earnings Opportunity reflect target performance; actual payouts may vary.

At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile's amazing benefits.

Never stop growing!As part of the T-Mobile team, you know the Un-carrier doesn't have a corporate ladder-it's more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it's that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you're living our values while investing in your career growth-and we applaud it. You're unstoppable!

T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, genetic information, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated. Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing [e-mail] or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.