POSITION SUMMARY: CACI has a dynamic opportunity available for an individual who excels at customer service, has excellent communication skill and can easily multi-task to support an ever changing centralized HR employee service center. RESPONSIBILTIES: - Emulating exceptional customer service in all facets of position including responding to employee requests in a professional, respectful manner and within service level agreements. - Researching and interpreting company policies and procedures. - All general queries are distributed to all team members by a case management system, Cherwell. - Tracking inquiries and responses in order to assist with analyzing trends and identifying gaps in employee HR self-service portal (Cherwell/Workday). - Development of scripts, best practices and process improvements affecting HR management systems and case management system. - Serve as a team member on projects affecting HR systems (Workday) - Inquiry topics include, but not limited to: - All aspects of health, life, leave, retirement, life events, supplemental and voluntary benefit programs, corporate personnel practices, policies, performance management, payroll and travel accounting - Attend meetings with Subject Matter Experts in order to stay informed of upcoming policy/procedure changes that could have an impact to the call center support. - Demonstrating effective time management skills. - Teamwork is essential to success. Collaboration with other HR departments is necessary to foster positive and productive relationships. Qualifications: - Bachelor's Degree in a related field, or the equivalent combination of education, training, and experience preferably within a professional services environment or technology industry. - Experience with using HR Management System Workday - PHR/SPHR is a plus - Exceptional customer service skills demonstrated by anticipating and responding to customers' needs in a manner that provides added value and generates customer satisfaction. - Problem solving and critical thinking skills, demonstrated by identifying the nature of the problem and its impact on each employee; conducting research to ensure understanding of the problem and desired outcomes prior to proposing solutions; identifying a range of options and providing impacts of each option - Ability to manage competing priorities and work requirements by continuously evaluating the needs of the team. - Must have effective oral and written communication skills. Demonstrated by expressing ideas, explanations and concepts in a manner appropriate for the audience. - Strong active listening and €œtrusted advisor€ skills are a must. - Creative and can-do mindset. Ability to be resourceful and flexible. - Must have ability to handle multiple projects and priorities. EDUCATION & EXPERIENCE: Typically requires bachelor's degree or equivalent, and five to seven years of related experience. PHYSICAL DEMANDS: Normal demands associated with an office environment. Ability to work on computer for long periods and communicate with individuals by telephone, email and face to face. Some travel may be required.