HR HelpLine Specialist
Apple - Austin, TX

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The HR HelpLine Specialist will have primary responsibility to: Build Knowledge- create, organize and review knowledge base content,- help resolve non-standard employee inquiries, identifying the best means to find expert support internally or externally,- build relationships throughout Apple’s growing Human Resources organization. Ensure Quality- look after the quality of service provided by the HR HelpLine, helping to measure and ensure the satisfaction of our customers and partners,- liaise with experts around the company to ensure that our processes support company objectives, legal requirements, and best practices,- evaluate the portfolio of services to identify meaningful information that can help our internal and external partners further tailor their policies, processes, and products for Apple’s employees,- monitor a customer feedback process to ensure the HR HelpLine is providing the right services in the best manner for our employees and partners. Tune Processes- identify and lead initiatives to evolve and improve HR HelpLine processes,- make the best use of technology to streamline operations,- partner with experts around the company to recommend ways to delight our customers and partners (e.g. create web experiences, tune policies, etc.),- administer key processes, especially when bringing new work to the HR HelpLine.

Train Customer Service Reps-lead the training efforts for new CSRs and/or provide training to CSRs for new service areas,-partner with SMEs to develop training plans and training guides for the HRHL team when introducing new HR services,-develop individual training plans to increase competency of CSRs. The HR HelpLine Specialist will be looked to for expertise in building a toolkit of knowledge, process, and quality management that supports the entire HR HelpLine and integrates our service offerings within the whole of the Human Resources function.Apple is looking for a highly-motivated, team-oriented professional with previous Human Resources experience. We are looking for an individual with a proven track record for helping to build a scalable services operation.The position is based in Austin, Texas, and will include 10-20% travel.

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Apple reinvented the mobile phone with its revolutionary iPhone and App Store, defined the future of mobile media and computing devices with...