Operations Support Center Special (HR)

HR / Operations Support Center Specialist

Remote | Full-Time | US Central Time

About the Role

We are looking for an Operations Support Center Specialist to join our remote team supporting one of the largest retail merchandising companies in the United States, with more than 15,000 field employees nationwide.

This is a high-volume, phone-heavy operations support role. You will serve as a key point of contact between our remote Field Merchandisers, Store Managers, District Managers, Regional Managers, and Operations Leadership.

The ideal candidate is an excellent communicator who can remain calm under pressure, solve problems quickly, follow established processes, and confidently handle both inbound and outbound calls throughout the workday.

Important: This is NOT a position where you will only answer occasional calls or perform administrative work. You must be comfortable spending a significant portion of your shift on the phone.

What You'll Do

New Hire Onboarding & Training

Contact newly hired merchandisers by phone to welcome them and schedule their New Hire Training Conference (NHTC).

Manage the onboarding and training process from initial outreach through completion.

Provide new hires with correct Google Meet/dial-in information and instructions for required app downloads.

Follow up with candidates who miss training and coordinate rescheduling.

Conduct post-training follow-ups to ensure new hires have connected with their District Manager and have the support they need.

Make outbound calls to candidates and new hires as part of the onboarding process.

Inbound Field Support

Handle a high volume of inbound calls from Field Merchandisers and Store Managers.

Assist with questions regarding project details, schedules, missing fixtures/materials, and operational procedures.

Help merchandisers navigate required applications and web portals.

Troubleshoot basic issues such as login problems, account access, synchronization errors, and other system-related issues.

Provide clear guidance on how to submit project reports and properly escalate store-level concerns.

Escalations & Leadership Support

Handle calls that require escalation or transfer to District Managers and other Field Leadership.

Listen carefully to field concerns, document information accurately, and ensure issues are routed to the appropriate person.

Escalate urgent matters, including safety/injury concerns, legal threats, and complex HR or payroll issues, through established procedures.

Maintain professional communication with field employees and leadership at all times.

Documentation & Reporting

Accurately document every call, email, and contact attempt in the company's systems.

Record the appropriate contact method, reason code, and detailed notes.

Complete daily End-of-Day (EOD) reports, including inbound/outbound call activity, training outcomes, and recurring issues.

Track follow-ups and outstanding issues to ensure they are properly resolved.

Maintain accurate operational records and ensure information is consistently documented.

Administrative & Operational Support

Draft and send professional emails to field employees and leadership using approved templates.

Review operational reports and dashboards as assigned.

Support tea ---------- mbers during high-volume periods through effective communication and workload sharing.

Follow established SOPs and communication protocols while identifying opportunities for process improvement.

What We're Looking For

Previous experience in customer service, call center, HR, operations support, or another phone-heavy role.

Strong verbal and written English communication skills.

Comfortable handling both high-volume inbound and outbound calls.

Ability to communicate professionally with employees, managers, and leadership.

Strong problem-solving skills and the ability to remain calm when dealing with frustrated or stressed individuals.

Ability to follow SOPs and established processes consistently.

Strong attention to detail and accurate documentation skills.

Ability to manage multiple systems and tasks simultaneously.

Basic technical troubleshooting skills.

Strong time-management and organizational skills.

Ability to work independently in a remote environment while remaining responsive and accountable.

A team-oriented mindset and willingness to assist with workload balancing during busy periods.

Systems & Technical Requirements

You should be comfortable learning and working with multiple systems simultaneously, including:

Smart System / Touch Log

SmartPM

RingCentral

Gmail

Google Drive

Google Meet

Experience with similar systems, CRM platforms, HRIS systems, or call-center software is a plus.

Remote Work Requirements

Because this is a fully remote, phone-heavy position, you must have:

Reliable computer/laptop

Stable, high-speed internet

Backup internet connection

High-quality noise-canceling headset

Quiet, dedicated workspace

Ability to maintain confidentiality when handling employee information

Reliable availability throughout your scheduled shift

Schedule

Full-time

US Central Time

Must be comfortable with changing shift structures, including morning or afternoon shifts, as operational needs require.

Participation in team huddles and meetings is required.

Compensation

Expected Monthly Salary: Please include your expected salary in USD when applying.

How to Apply

Incomplete applications may not be reviewed.

Please include ALL of the following:

Put "OSC" in the first line of your application so we know you read the full posting.

Provide a link to your updated resume.

Briefly describe your experience in customer service, call center, HR, operations support, or another phone-heavy role.

Tell us your expected monthly salary in USD.

Confirm that you are available to work full-time US Central Time hours.

Optional but highly preferred: Include a short video introduction.

Before Applying

Please make sure you are genuinely comfortable with the following:

? Handling frequent inbound calls

? Making outbound calls throughout the day

? Speaking with employees and managers by phone

? Troubleshooting basic system/app issues

? Handling frustrated callers professionally

? Documenting every interaction accurately

? Following strict processes and SOPs

? Working independently from home

? Working full-time on US Central Time

If you are looking for a position with minimal phone interaction, this role may not be the right fit for you.