Human Resources Specialist

Job Summary The HR Operations Specialist is the first point of contact for employee and manager HR requests through QXOs HR Service Center. This role delivers Tier 1 case based support across the employee lifecycle by resolving standard inquiries, completing defined HR transactions, and guiding leaders and employees to the right processes, tools, and policies. The Specialist documents work in the case management platform, meets service level and quality standards, and escalates sensitive, complex, or high risk issues to Tier 2, COEs, HRBPs, Employee Relations, Payroll, or Legal based on defined decision trees. This role is critical to reducing back channel HR requests, improving consistency, and enabling self service by contributing to knowledge articles, templates, and digital workflows. Key Responsibilities Tier 1 Intake, Case Management, and Customer Support Serve as the primary Tier 1 contact for HR support through the HR case management system and approved channels (portal, phone, email, and messaging as applicable) Resolve standard requests related to HR policies, benefits navigation, leave intake and routing, pay, timekeeping, and employee data Apply approved scripts, workflows, and decision trees to ensure consistent guidance and case outcomes Document cases with complete notes, disposition codes, and audit ready attachments, ensuring accurate categorization for reporting and trend analysis Escalate cases that are sensitive, complex, or high risk using defined criteria and warm handoffs to the correct partner group (HRBP, Employee Relations, Payroll, Leave, Total Rewards, Legal) HR Transactions and Data Quality Execute defined employee lifecycle transactions using standard operating procedures, including job changes, transfers, promotions, data changes, leaves, and separations, including coordinating required approvals and documentation Enter, validate, and audit employee data in the HRIS to ensure accuracy, completeness, and compliance Support employment verifications and personnel record requests in accordance with company policy and applicable requirements Maintain transaction quality through checklists and controls, escalating recurring errors or upstream process gaps Time, Pay, and Leave Support Provide Tier 1 support for timekeeping questions and exceptions, including educating employees and managers on correct punches, transfers, and schedules, and partnering with Payroll and Time teams to resolve issues Support leave intake and routing for FMLA, ADA, and disability related processes, directing employees to the appropriate leave administrator or internal owner while maintaining privacy and documentation standards Explain benefit plan navigation, enrollment steps, and life event changes, directing employees to approved resources and vendor partners as needed Identify patterns in pay, time, or leave issues, and escalate systemic defects to functional owners with clear examples and impact Policy, Risk, and Compliance Triage Communicate and reinforce HR policies consistently using approved language, and escalate when interpretation or exceptions are required Recognize potential compliance or employee relations risks and escalate promptly following defined thresholds Maintain confidentiality and handle employee data consistent with company standards and regulatory expectations Knowledge, Digital Support, and Continuous Improvement Contribute to and maintain knowledge articles, templates, and standard responses to reduce repeat contacts and improve self service Tag cases accurately and surface trends, contact drivers, and opportunities for automation, workflow improvements, and policy clarification Participate in quality reviews and coaching to improve first contact resolution, cycle time, and customer experience Support the evolution of digital Tier 0, including testing knowledge content, validating intent categories, and identifying candidates for automation Success Measures Service level attainment (response time, resolution time) and backlog management First contact resolution rate and appropriate escalation quality Case documentation quality and audit readiness Data accuracy and transaction quality Knowledge contribution volume and effectiveness, reduction in repeat contact drivers Customer experience results and professionalism Qualifications 2+ years in HR operations, shared services, HR administration, payroll, timekeeping, or benefits support in a high volume environment Experience working in a case management platform and HRIS, strong documentation discipline Working knowledge of HR policies and common employee lifecycle processes Comfort operating with decision trees, scripts, service catalogs, and escalation criteria Strong customer service, judgment, and confidentiality Bilingual English and Spanish or French Canadian is a plus Nice to Have UKG experience, especially timekeeping or scheduling Experience supporting a frontline, multi state workforce and managing high volume seasonal demand Experience contributing to knowledge bases or self service portals QXO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.