HR Call Center Specialist - SC

JSSA established in 2016 is a dynamic provider of essential services to the United States Federal, Department of Defense (DoD), and Civilian communities. With a commitment to excellence, we offer a comprehensive suite of core capabilities including Project Management, Cybersecurity, Safety Programs, Data Management, Web Development, Multimedia, Logistics, and Administrative Services. As a Small Disadvantaged Business (SDB), JSSA is dedicated to delivering high- quality solutions while fostering diversity and inclusion within our industry. Our 8(a) certification by the Small Business Administration through 2030 augments our capacity to offer innovative and competitive services, positioning us as a trusted partner for government agencies and organizations seeking reliable support.

Title: HR Call Center Specialist

Assignment Location(s):North Charleston, SC (onsite)

Positions open: (1) Monday - Friday, 8 am to 5 pm

Estimated Contract Duration: ongoing contract

Required clearance: Active Secret clearance

Salary: $60,000 w/full benefits

Tier 1 Services:

The Tier 1 - or HR Service Center - services are the front line for customer intake and response. The contractor shall provide the necessary labor, training, and support to deliver the full range of services at Tier 1. The contractor will work closely with the Contracting Officer's Representative (COR) and agency personnel to understand what is needed at this level and to determine how to deliver such services most effectively and efficiently. The contractor will be expected to identify areas where information is required to ensure that the implementation and improvement of Tier 1 services are managed in the most cost-efficient manner possible.

The contractor will be responsible for having general knowledge in the following service areas:

• Protecting PII (Personal Identifiable Information)
• Benefits enrollment/changes
• Processing of initial personnel actions
• Reviewing and responding to Employee Profile inquiries and requests
• Leave administration inquires/ Time and Attendance
• Retirement packages/eligibility determinations
• Survivor benefits
• EOD processing (non-benefits) and check out processing
• Security clearances, legal clearances, and badges/renewals
• Telework
• Work-schedule (alternative and others) requests
• Promotion requests
• OPF requests
• Tenure tracking
• Award nomination processing
• Payroll resolutions
• REA (Re-Employed Annuitants) related cases and other services to be determined in the future

The contractor will be responsible for providing direct services for:

• Responding to customers' initial inquiries/requests
• Escalating cases within and outside of GTM/TS
• Using case management technology to create/update/assign cases
• Creating ad hoc reports
• Communicating with EAS management
• Uploading documents into the employees' eOPF.
• Mailing documents to Records Information Management
• Distributing mail
• Answering the phone/calls and creating cases as required

The contractor will be responsible for providing direct services for:

• Responding to customers' initial inquiries/requests
• Escalating cases within and outside of GTM/TS
• Using case management technology to create/update/assign cases
• Creating ad hoc reports
• Communicating with EAS management
• Uploading documents into the employees' eOPF.
• Mailing documents to Records Information Management
• Distributing mail
• Answering the phone/calls and creating cases as required

Personnel who possess the appropriate levels of education, expertise, and experience gained in human resources management offices and operations, to provide progressive technical services.

Personnel who are trained in using workflow software, Knowledge base software, and case management software to conduct their business for Tier 1 services.

Contractors will be trained in the utilization of GEMS (a Department of State PeopleSoft product) and GTMNext (a Service Now case management system).

Training on other IT tools will be provided as needed, but contractors will be expected to already have strong competency in MS Outlook, Word, and Excel.

Work closely with the COR and agency personnel to ensure that the mix of contractor personnel is sufficient to meet customers' needs.

Work with the COR and agency personnel to ensure that the contractor personnel meet all security and other requirements specific to working in the Department's work site(s).

Safeguard all agency information, whether or not covered under the Privacy Act, to ensure State employees and management are protected from any unauthorized disclosure of information.

Maintain strict and absolute confidentiality of any information received in connection with this contract.

Equal Employment Opportunity Statement. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.