Position Summary

The People Shared Services Specialist I serves as a first point of contact for associates and corporate employees seeking support with People-related questions, Workday transactions, policies, programs, and services.

This role manages a high volume of cases through Workday and other approved service channels. The Specialist delivers timely, accurate, professional, and empathetic support; resolves inquiries within established scope; documents actions clearly; and escalates complex, sensitive, or out-of-scope matters to the appropriate Tier 2 or Center of Excellence (COE) teams.

The ideal candidate is customer-focused, detail-oriented, comfortable using technology, and able to balance productivity, accuracy, confidentiality, and quality in a fast-paced service environment. This role is an excellent opportunity for someone who enjoys solving problems, helping others navigate People processes, and contributing to a positive associate experience.

Key Responsibilities

• Receive, research, respond to, and resolve associate and employee inquiries through Workday Help Case Management and/or other approved support channels.

• Manage a high-volume case queue while prioritizing work based on urgency, business impact, service-level commitments, and established procedures.

• Provide clear, accurate, professional, and customer-focused written responses that address the individual's question and explain next steps when applicable.

• Apply established policies, standard operating procedures, knowledge articles, process documentation, and system resources to resolve inquiries accurately and consistently.

• Complete permitted Workday transactions and support requests within the role's defined scope, following established controls and approval requirements.

• Take ownership of cases from intake through resolution whenever possible, ensuring appropriate follow-up and a positive support experience.

• Identify when an inquiry requires escalation because of complexity, sensitivity, risk, policy interpretation, system issues, or work outside the Specialist's authorized scope.

• Escalate cases to the appropriate Tier 2, COE, HRIS, Absence/Benefits, Payroll, Talent Acquisition, or other teams in accordance with defined escalation procedures.

• Maintain complete, accurate, and timely case documentation, including the issue, research performed, actions taken, information provided, disposition, and escalation details.

• Protect confidential associates, employees, and company information in accordance with company policies, privacy requirements, and data handling standards.

• Meet established performance expectations related to case quality, productivity, response time, resolution time, schedule adherence, customer experience, and service level agreements (SLAs).

• Participate in training, calibration sessions, team meetings, quality reviews, and knowledge-sharing activities to build proficiency in People processes, Workday functionality, and support tools.

• Help to identify recurring questions, unclear processes, knowledge gaps, system issues, or opportunities to improve self-service and share observations with leadership.

• Demonstrate flexibility as People processes, Workday functionality, business priorities, organizational structures, and service-delivery needs evolve.

Required Qualifications

• High school diploma or equivalent.

• 1+ years' experience using Workday & Workday Help Case Management.

• 1+ years of experience in customer service, contact center operations, shared services, case management, help desk support, administrative support, retail operations, hospitality, HR support, or another high-volume service environment.

• Strong written and verbal communication skills, with the ability to communicate clearly, professionally, and respectfully with individuals at all levels of the organization.

• Demonstrated ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail, responsiveness, and accuracy.

• Strong problem-solving and critical-thinking skills, including the ability to research available information, follow established processes, use sound judgment, and recognize when escalation is needed.

• Ability to handle sensitive information with discretion and maintain a high degree of confidentiality.

• Strong organizational and time management skills, with the ability to manage a case queue and follow through on commitments.

• Proficiency with common business applications, including Microsoft Office or Google Workspace, and comfort learning new systems and technology.

• A positive, helpful, and customer-focused approach, with the ability to demonstrate empathy and professionalism in every interaction.

Preferred Qualifications

• Experience supporting HR, People Operations, Payroll, Benefits, Leave, Talent Acquisition, or employee relations processes.

• Experience in a large, distributed, retail, hospitality, call-center, or multi-location organization.

• Experience supporting associates or employees through phone, email, chat, case management, or other digital service channels.

• Familiarity with service-level agreements, customer-service metrics, quality standards, or knowledge-management practices.

What Success Looks Like

A successful People Shared Services Specialist I:

• Delivers fast, accurate, and high-quality support that makes People processes easier for associates and employees to navigate.

• Consistently meets established service level, productivity, quality, and case-management expectations.

• Takes ownership of inquiries and resolves them at the first point of contact whenever possible.

• Use established policies, procedures, knowledge resources, and Workday tools to provide consistent answers and complete appropriate transactions.

• Communicates with clarity, empathy, professionalism, and respect, particularly when an associate is frustrated or unsure of next steps.

• Demonstrates sound judgment by resolving matters within scope and escalating issues promptly and accurately when needed.

• Maintains thorough, timely, and audit-ready case documentation.

• Protects confidential information and follows company policies, controls, and procedures.

• Quick learner adapting to changing processes and technology, and applies feedback from coaching and performance and Quality reviews.

• Contributes to a culture of accountability, continuous improvement, knowledge sharing, and exceptional associate service.

• Start Rate = $20.75 - $23.25 based on experience.

  The company offers Health, Dental, & Vision, a flexible spending account, life and disability insurance benefits, a 401k plan, PTO, paid holidays annually, and an employee stock purchase plan.

  Here, your hard work pays off in more ways than one!

  When you successfully meet your performance goals, you'll earn a quarterly bonus!

  
  Your Perks and Benefits:
  We offer a wide variety of rewards to support your health, wealth, and mental well-being. In addition to medical, pharmacy, dental, and vision insurance, we offer:

• Employee Assistance Program

• Paid time off

• Retirement plans with matching contributions

• Employee Stock Purchase Program

• Educational Assistance

• Access to PerkSpot, an employee discount platform for goods and services

• And much more!

• Dollar Tree Stores, Inc. is an equal opportunity employer committed to complying with the Americans with Disabilities Act (ADA) and providing reasonable accommodations to qualified individuals with disabilities.

  This job specification should not be construed to imply that these requirements are the exclusive standards of the position. This is not to be considered a complete list of job duties, which appear in the job description for this position, and which may be amended from time to time at the discretion of Dollar Tree Stores, Inc. Incumbents will follow any other instructions and perform any other related duties as may be required by their supervisor.

  Please note, this job description is not a contract of employment and may be modified to meet evolving business needs. Employment at Dollar Tree Stores, Inc. is at-will, meaning that either the employee or the company may terminate the employment relationship at any time, with or without cause or notice.

  Who We Are:

  At Dollar Tree, we make a difference in the lives of our customers every day by exceeding their expectations and delivering value - it's what our business is built on. Our associates play an important role in this commitment by embracing change and showing up for their teams and their communities.

  We see an exciting path forward as our company continues to grow and transform - and we know that this path starts with you. Join our team and discover The Value of You.