Join our talent network

Senior Human Resources Service Representative

Job ID: 34739
Department: Human Resources
Location: 4 World Trade Center


The Human Resources Department is looking for a Senior Human Resources Representative to join their team. In this role you will perform a variety of tasks to provide quality customer service in the administration of our human resources programs.  This person will serve as the subject matter expert in the Call Center, handle day-to-day decisions with a great degree of independence, carry out assignments without detailed instructions or guidance and will handle more complex issues.  

About HR Service Delivery: Service Delivery provides employees and managers with support for questions related to benefits and other areas through a centralized, customer-oriented group, handling over 50,000 inquires annually. Standardized processes are driven through Service Delivery, with a focus on process optimization and continuous improvement to ensure a high level of customer service. 


  • Assist customers by phone or email, with complex matters
  • Identify, understand and integrate customer service needs into day-to-day decision making and projects
  • Manage escalated issues through resolution 
  • Assess situations, apply sound judgement and use troubleshooting skills to assist staff and act as a liaison with customers to deliver an excellent client experience
  • Identify call trends and provide recommendations for resolution
  • Prepare ad hoc reports, accumulate accurate and detailed statistics of daily, weekly, and monthly metrics for reporting purposes
  • Analyze and monitor data to recognize trends and patterns to recommend improvements and avert risk
  • Identify and implement process improvements to reduce operating deficiencies and improve productivity 
  • Proactively ensure that all inquiries are executed in a timely and accurate manner to provide superior service
  • Work closely with Centers of Expertise (COEs) to ensure that all service level objectives are met
  • Partner with COEs to advise of trends and issues that require clarification regarding design and delivery
  • Conduct audits of the various HR processes in the Call Center
  • Ghost monitor CSR inbound and outbound calls
  • Assist in training staff
  • Assist with special projects as required


Candidates must present the following qualifications to be considered eligible for this position:

  • Bachelor’s Degree in Human Resources or a related field or equivalent experience
  • Minimum of 3 years’ experience in a Call Center environment; candidates with experience in a human resources call center are highly preferred


Ideal candidates will present the following profile:

  • Familiarity with contact center metrics such as; FCR, ASA, AHT, AR, and CSAT.
  • Understanding of CRM, telephony, and contact center best practices in a high operationally efficient contact center environment
  • Proficiency in using MS Office Suite
  • Proven ability to identify problems, assess the accuracy and relevance of information, use sound judgement to generate and evaluate alternatives
  • The ability to manage and utilize time efficiently to ensure service quality, customer satisfaction and the achievement of key performance indicators
  • Demonstrated analytical skills
  • Demonstrated supervisory experience
  • Outstanding communication skills both oral and written with the ability to effectively communicate with customers
  • Demonstrated ability to coordinate and organize activities/projects
  • Excellent interpersonal skills to interact with staff at all levels.

Compensation & Benefits

The Port Authority of New York and New Jersey offers a competitive salary, an outstanding benefits package and a professional environment that supports development and recognizes achievement.

How To Apply

Interested candidates should apply to this job by clicking on the Apply Now button and submitting a combined cover letter and resume.

Only applicants under consideration will be contacted.

About The Port Authority

Founded in 1921, the Port Authority of New York and New Jersey builds, operates, and maintains many of the most important transportation and trade infrastructure assets in the country. The agency's network of aviation, ground, rail, and seaport facilities is among the busiest in the country, supports more than 550,000 regional jobs, and generates more than $23 billion in annual wages and $80 billion in annual economic activity. The Port Authority also owns and manages the 16-acre World Trade Center site, where the 1,776-foot-tall One World Trade Center is now the tallest skyscraper in the Western Hemisphere.


The Port Authority of New York & New Jersey/Port Authority Trans-Hudson (PATH) is an Equal Opportunity Employer.

Share this job:

Back to Search Results

Talent Network

Don't see what you're looking for? Join our talent network so we can keep in touch with you!

Join Our Talent Network