HR Operations Representative

Domino's Pizza, which began in 1960 as a single store location in Ypsilanti, MI, has had a lot to celebrate lately: we're a reshaped, reenergized brand of honesty, transparency and accountability - not to mention, great food! In the rise to becoming a true technology leader, the brand is now consistently one of the top five companies in online transactions and 65% of our sales in the U.S. are taken through digital channels. The brand continues to ‘deliver the dream' to local business owners, 90% of which started as delivery drivers and pizza makers in our stores. That's just the tip of the iceberg…or as we might say, one “slice” of the pie! If this sounds like a brand you'd like to be a part of, consider joining our team!

This position is responsible for supporting all corporate Domino's Pizza team members regarding general Human Resources and Payroll inquiries via telephone, chat, and email. This position will take necessary investigative measures to assist the caller in resolving the issue. This position requires strong communication skills, the ability to adhere to Domino's Pizza policy and procedures, and the ability to multi-task.

RESPONSIBILITIES AND DUTIES

(60%) Act as first point of telephone and email contact for all 14,000+ corporate Domino's Pizza team members regarding general Human Resources and Payroll inquiries.

• Answer incoming calls from All Domino's Pizza team members within agreed SLA.
• Respond and resolve e-mails within written SLA. Triage the incoming e-mails between Level 1, Level 2, Benefits, and Payroll.
• Document each call and e-mail into call tracking software, by subject, call type, and priority.
• Answer inquiries and troubleshoots cases based on department SOPs and legal guidelines.
• Use Peoplesoft, Pulse, and ServiceNow resources to investigate the situation based on details provided by the team member and within our systems of record.
• If a case cannot be resolved at first point of contact, make an assignment for the correct department and escalate, or provide the caller with the correct contact information to assist in resolving their inquiry.

(20%) Enter employee data into Pulse (Store POS system and employee record database)

• Manage alert for employee data entry transactions in Pulse. Complete necessary updates to Pulse based on priority assigned.
• Escalate unverified Pulse issues to Level 2.

(10%) Audit Support

• Running daily or weekly auditing of HR data and ensuring all active Domino's team members are set up correctly in Store POS and HCM systems in order to receive proper pay and benefits.
• Advising on updates to current auditing processes or creation of new audits to stop gap errors.

(5%) Improving existing processes

• Actively giving feedback on creating or improving current processes.
• Documenting processes that can be improved on.

(5%) Complete ad-hoc projects

• Participate in HR initiatives on a project basis
• Review project work with HR-Operations Management and identify efficiencies learned
• Communicate progress on project work to HR-Operations Management

• Associate degree or equivalent work experience.
• Knowledge of Call Tracking software and Call Center environments
• Excellent phone communication skills
• Solid written communication skills
• Excellent customer service skills
• Attention to detail
• Bilingual in English/Spanish preferred
• Knowledge of human resources and/or payroll processes is a plus

All your information will be kept confidential according to EEO guidelines.