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SalaryAs a thought-leader and best-in-class provider in education, wellness, youth development, and community-building, The YMCA of Metro Atlanta is one of the oldest and most essential non-profits serving in Atlanta. Today, we’re looking for you to join us as we carry out our mission to positively impact lives and communities across the state.
At the Y, we’re an association of like-minded people (staff, volunteers, and members), on the forefront of a movement to ensure that everyone - especially children - experience an equal opportunity to reach their full potential. In the course of a year, we provide more than 3,000 children, ages 6 weeks through Pre-K with high-quality literacy and STEAM-infused learning; give 58,000 youth and teens access to sports, aquatics, day and resident camps, teen leadership development programs, and employment opportunities; provide over 200,000 members with programs, services, and facilities to enjoy connection and maintain wellness regardless of age; and engage over 25,000 volunteers and donors from across Atlanta to share in the gift of supporting their communities.
NATURE AND SCOPE:
Reporting directly to the Director of HR Employee Services, the Employee Services Coordinator role is responsible for managing questions and inquiries received in our case management tool from employees, candidates, contractors, volunteers, or vendors. Inquiries may include general information regarding Benefit Programs, Payroll, HR Policy and Procedures, Onboarding and Offboarding as well as HR System transaction support. The ESC will use the HR Knowledgebase as well as partnering with subject matter experts, to answer inquiries accurately and in a timely manner as well as help maintain the accuracy of the knowledgebase content. The ESC will evaluate inquiries that may need to be escalated to Tier 2 support for resolution by a subject matter expert. In addition, the ESC will assist in managing employee transactions and processes that support the life cycle of an employee at the Y – from hire to retire.
RESPONSIBILITIES (including, but not limited to):
- Manage Tier I Employee Services inquiries with a focus on accuracy, timeliness and improving the employee experience.
- Maintain service levels in Zendesk by monitoring case load, priority levels and service level agreement markers; escalating to management when required.
- Answer general inquiries related to employment at the Y - Benefits, Payroll, HR Policy and Procedures, Training and Compliance and Recruiting; escalate to Tier 2 when necessary.
- Resolve requests related to HCM systems access such as Workday and LMS (password resets)
- Assist and/or Troubleshoot Workday transactions including but not limited to candidate applications, new hire onboarding, employment record changes and terminations.
- Support inquiries from volunteers/contractors/vendors that may need contact information or other instructions not related to employment.
- Help maintain HR Knowledgebase accuracy by updating articles when changes occur or suggesting when new content is needed to answer specific inquiries.
- Generate Monthly Case Management Metrics using standard reports.
- General HR administration tasks as required.
REQUIREMENTS:
- Associate degree required and 2+ years of experience in directly related business processes or human resources OR a high school diploma and 3+ years of experience in directly related business process or human resources
- Excellent interpersonal, written, and verbal communication skills with a customer service focused mindset
- Must be able to maintain confidentiality and use confidential information appropriately
- Must possess strong logic, problem solving, and reasoning skills; Strong analytical skills with attention to detail. Familiarity with process maps and workflows
- Excellent time management and organizational skills, ability to adapt to changes in a fast-paced environment
- Self-starter, takes initiatives, asks thoughtful questions, ability to prioritize and ask questions when needed to prioritize work
- Proficiency in Microsoft Office Products, IT Support and/or human capital management systems
- Experience working in a shared services environment with case management tools
- Ability to effectively interact with co-workers and clients with diverse ethnic backgrounds, religious views, cultural backgrounds, lifestyles, and sexual orientation, and to treat everyone with respect and dignity
- Values must align with Y values of caring, honesty, respect, and responsibility
PREFERRED REQUIREMENTS:
- Bachelor’s degree in human resources
- 3+ years of directly related human resources experience
- 1+ years of Workday experience
- 1+ years of Zendesk experience
Ergonomics: Sitting, bending, stooping, standing, 15% repetitive keyboard work, seeing, verbal communications, lift to 25 pounds.
Employment and Benefits package for this job posting is offered through the YMCA of Metropolitan Atlanta, Inc.
Employment Requirement:
- Ability to pass a pre-employment background check including Criminal Record check, Drug Screening and motor vehicle record (MVR) according to company policy.
- Must be legally eligible to work in the US without current or future sponsorship.
This job posting is subject to change at any time.
The YMCA of Metropolitan Atlanta offers excellent benefits and career opportunities as part of our culture of excellence. The opportunities to serve are vast, and we’re looking for a diverse mix of people, who share our values of CARING, HONESTY, RESPECT, and RESPONSIBILITY to join us and do their best work.
The YMCA of Metropolitan Atlanta does not discriminate in employment opportunities or practices based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristics protected by law.
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