HR Call Center Support

Position Overview

The MHLS professional is dedicated to servicing the HR/Time space by engaging internal employees across the globe with empathy and precision. In this fast-paced, 100% remote Contract role based out of Houston, TX, you will handle inquiries related to leave, disability, and accommodations—leveraging critical thinking, detailed case management, and a customer-first attitude.

Key Responsibilities

• Take ownership of employee contacts ensuring each is handled with high problem solving and customer obsession.
• Receive and resolve inquiries via phone, chats, and emails from various employee contact channels.
• Serve as the first point of contact for Leave, Disability, and Accommodation inquiries, including case intake, policy questions, documentation, and next steps.
• Refer to documentation such as FAQs, knowledge base articles, and standard operating procedures to resolve issues, escalating when needed.
• Build customer trust through empathetic and personalized conversations while adjusting case management plans to suit each employee’s needs.
• Respond to issues arising during leave events by ensuring appropriate communication and documentation, even with limited information.
• Utilize high judgment and critical thinking to balance process adherence with employee needs in decision making.
• Collaborate with partner teams to address cross-functional issues and improve policies.
• Demonstrate exceptional empathy and adaptability in a dynamic, fast-paced environment.
• Safeguard confidential employee information in compliance with strict data privacy standards.
• Maintain meticulous attention to detail while managing multiple priorities.

Required Qualifications

• 2-5+ years’ experience in contact center, customer service, human resources, or equivalent.
• Proven proficiency with Microsoft Office and other computer or internet-based programs.
• Schedule flexibility to support a 24x7 operations environment.
• Ability to manage confidential and sensitive employee information in line with data privacy standards.
• Strong organizational skills with proven ability to analyze, problem solve, and manage multiple priorities.

Preferred Qualifications

• 5+ years’ experience in a similar role in contact centers, customer service, or human resources.
• Basic knowledge of US legislation on Leave of Absence and Accommodations.
• At least 1 year of Leave and/or Accommodations experience, including case management and eligibility review.
• Familiarity with US federal and state leave and disability laws.
• Previous HR experience with a Bachelor's degree or advanced education in Human Resources, Business Administration, or Organization Development.
• Experience in providing consultation on human resources, benefits, or complex employee matters.
• Proven advanced MS Office skills and exceptional empathy in customer interactions.

Benefits & Perks

• Compensation: $21.00 - $21.00/hr
• Medical, dental & vision
• Critical Illness, Accident, and Hospital coverage
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation, or Sick Leave)