HR Operations Specialist 2

Company Description

WD is building the infrastructure behind the AI-driven data economy.

As AI scales, so does data. Every interaction, every model, every system generates data that must be stored, managed, and made accessible over time. That’s where we come in.

We combine deep engineering expertise with global-scale manufacturing to deliver the storage systems that make AI possible, powering hyperscale data centers, cloud platforms, and enterprise infrastructure worldwide.

This isn’t theoretical work. It’s real systems, at real scale, people solving some of the hardest challenges in technology today.

We’re looking for people who want to build, solve, and operate at that level.

Join us and let’s shape the future of data.

Job Description

JOB SUMMARY

The HR Operations Specialist 2 serves as the first point of contact for employees seeking HR support through the AskHR Tier 1 contact center. This technology-enabled role combines exceptional customer service with digital HR operations expertise, leveraging modern platforms including Workday HRIS, Cisco Webex Contact Center, AI-powered chatbots, and workflow automation tools to deliver fast, accurate, and compliant HR services.

As a digital-first HR professional, you will handle omnichannel inquiries (phone, chat, email, ticketing), empower employees through self-service education, generate data-driven insights, and drive continuous improvement in HR service delivery. This role is critical to our digital transformation journey and requires strong technical aptitude, analytical thinking, and a customer-centric mindset.

KEY RESPONSIBILITIES

1. Onsite Support

Partner closely with HR Experience Partners, Employee Relations & Compliance (ERC), HR Strategy & Optimization and other COEs.

Coordinate with the local government agencies, Navigate compliance, labor relations and statutory requirements

Work is central to reducing fragmentation, making HR accessible, responsive, helpful, and reliable, and reinforcing the new HR Service Delivery Model (SDM 2.0).

Guide employees to self-service tools (Presto, ServiceNow Employee Center, Workday) whenever appropriate

Provide a holistic end-to-end experience for the employee.

2. AskHR Tier 1 Contact Center Operations

Omnichannel Employee Support

Serve as first point of contact for HR inquiries via Cisco Webex Contact Center across multiple channels:Inbound/outbound call handling

Ticket creation, categorization, and routing

Case Management (tracking and resolution documentation)

Provide accurate, timely, and empathetic responses to employee questions on HR policies, benefits, payroll, systems, and processes

Achieve and maintain critical performance metrics:First Contact Resolution (FCR)

Average Handle Time (AHT)

Customer Satisfaction (CSAT)

Case resolution time within SLA

Accuracy and compliance standards

Case & Inquiry Management

Create, manage, and resolve HR cases in the case management system

Escalate complex issues to Tier 2 support, HR Centers of Excellence (COE), or specialized teams following established protocols

Maintain detailed case notes and documentation for audit and knowledge management purposes

Monitor case queues and proactively address aging or high-priority requests

Service Level Agreement (SLA) Monitoring

Track and meet defined SLAs for inquiry response and resolution

Identify bottlenecks and recommend improvements to service delivery

Participate in real-time queue management and workload balancing

3. HR Technology Administration & Support

Workday HRIS Operations

Navigate and administer core Workday modules (Employee Records, Benefits, Time Tracking, Compensation)

Review and validate Workday transactions for accuracy and completeness

Troubleshoot employee self-service issues and provide guided support

Support system updates, testing, and user acceptance activities

AI & Automation Enablement

Utilize HR chatbots and AI assistants to provide initial triage and answers to common inquiries

Monitor chatbot performance and escalate unresolved queries appropriately

Provide feedback to improve AI accuracy and knowledge base content

Digital Workflow & Document Management

Support digital signature processes and electronic document workflows

Maintain secure, compliant digital employee files

Ensure confidentiality and data privacy in all system interactions

4. Employee Self-Service Enablement & Training

Actively promote employee adoption of self-service tools in Workday and other HR platforms

Provide step-by-step guidance to employees navigating self-service transactions

Create and maintain user-friendly guides, FAQs, and quick reference materials

Conduct informal training sessions or one-on-one coaching to increase digital literacy

Support employees when self-service tools fail or when complex assistance is required

5. HR Process Support Across Employee Lifecycle

Onboarding & Offboarding

Assist with onboarding documentation, system access setup, and new hire orientation logistics

Coordinate offboarding activities including exit documentation, system deactivation, and final pay processing

Support Reduction in Force (RIF) activities with sensitivity and compliance

Contract & Employment Administration

Facilitate contract renewals and probation period management

Provide employment verification and certification services

Maintain accurate employee records in compliance with legal and company standards

Benefits & Leave Administration

Administer company benefits programs and government-mandated benefits

Manage employee absences, leave requests, and related system entries

Answer benefits-related inquiries and guide employees to appropriate resources

Payroll & Time Support

Support timekeeping processes and resolve time-related issues

Assist with pre-payroll validation and HR systems troubleshooting

Coordinate with Payroll team on employee-related payroll questions

6. Data Analytics, Reporting & Insights

Generate operational dashboards and reports on:Call/chat volume and trends

Case resolution metrics and SLA performance

Inquiry categories and root cause patterns

Employee satisfaction and feedback themes

Conduct trend analysis to identify systemic issues, knowledge gaps, or process inefficiencies

Provide data-driven insights to HR leadership and recommend improvements

Support audit preparation by maintaining accurate records and producing compliance reports

7. Knowledge Management & Continuous Improvement

Identify knowledge gaps and create/update knowledge base articles for common HR inquiries

Participate in root cause analysis (RCA) and implement corrective and preventive actions (CAPA)

Drive process improvements through Lean, Six Sigma, or agile methodologies

Collaborate in Tier 2 and Tier 3 interlocks, business reviews, and HR operations governance meetings

Stay current on HR technology trends, system updates, and best practices

8. Confidentiality, Compliance & Data Security

Handle confidential employee information with the highest level of discretion and integrity

Ensure compliance with data privacy regulations (GDPR, local labor laws, company policies)

Follow secure access protocols and escalate security concerns immediately

Support internal and external audits by providing accurate documentation and records

Qualifications

Required

Education: Bachelor's degree in Human Resources, Business Administration, Information Technology, or related field

Experience: 2+ years in HR operations, shared services, contact center, or customer support environment

Technical Skills:Proficiency in HRIS platforms (Workday strongly preferred)

Experience with contact center or ticketing systems

Advanced Microsoft Office skills (Excel, Word, PowerPoint, Outlook)

HR Knowledge: Solid understanding of HR policies, employee lifecycle processes, and compliance requirements

Communication: Excellent written and verbal communication skills in English; additional languages a plus

Preferred

Experience with Cisco Webex Contact Center or similar omnichannel platforms

Familiarity with HR chatbots, AI assistants

Background in data analytics, reporting, or business intelligence

Certification in HR (PHR, SHRM-CP) or contact center operations (ICMI)

Experience in global HR shared services or multinational environments

Knowledge of Lean, Six Sigma, or process improvement methodologies

Additional Information

WD thrives on the power and potential of diversity. As a global company, we believe the most effective way to embrace the diversity of our customers and communities is to mirror it from within. We believe the fusion of various perspectives results in the best outcomes for our employees, our company, our customers, and the world around us. We are committed to an inclusive environment where every individual can thrive through a sense of belonging, respect and contribution.

WD is committed to offering opportunities to applicants with disabilities and ensuring all candidates can successfully navigate our careers website and our hiring process. Please contact us at jobs.accommodations@wdc.com to advise us of your accommodation request. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.

Notice To Candidates: Please be aware that WD and its subsidiaries will never request payment as a condition for applying for a position or receiving an offer of employment. Should you encounter any such requests, please report it immediately to WD Ethics Helpline or email compliance@wdc.com.