Employee Services Center Lead - LeavesApply Now Date posted 09/10/2019 Requisition Number: 248887BR Location: United States - North Carolina - Charlotte Area of Interest: Administrative, Human Resources Position Type: Full Time
The purpose of this position is to provide customer support escalation, coordination of workflow and quality improvement direction to Employee Services Leave of Absence (LOA) Support staff in the completion of their day-to-day activities. This position is required to monitor levels of client service responsiveness, production and quality to insure that group goals and Service Level Agreements are met by applying customer service satisfaction and quality control techniques with the efficient, timely and accurate use of resources.
MAJOR DUTIES AND RESPONSIBILITIES
Provides first level of escalation support to Employee Services Center Reps. Determines answer for quick resolution or escalates to Employee Services Center Supervisor for resolution.
Administer leave programs and policies in accordance with applicable federal and state employment laws (FMLA, ADA, USERRA, Pregnancy Discrimination Act, etc.)
Provide ongoing and back up support for assigned functional HR work.
Help to analyze customer feedback and recommend solutions.
Assist in ongoing knowledge of HR Operations and clients.
Assist with training of new hires.
Assist with presenting alternatives and making recommendations for process improvements.
Perform quality assurance on PeopleSoft transactions, offboarding, call monitoring, record management system and monthly audit reports within Employee Services Center.
Prepare metrics and reports to analyze performance, job functions and tools of the Employee Services Center.
Audit ESC and vendor calls as outlined by the call monitoring procedures, provides feedback to team members and supervisors.
Provide excellent customer responsiveness to calls/communications received from Human Resources (HR), HR Center of Excellence (COE) staff, and employees.
Demonstrate the highest degree of accuracy, courtesy and professionalism to resolve customer issues with one call resolution. Areas of support include but not limited to: PeopleSoft data transactions, Leave of Absence, Benefits, FMLA, STD, LTD, ADA, Workers’ Compensation, Kronos, Unemployment, Onboarding / Offboarding, Records Management System, etc.
Update the case management system with call/transaction specific information and supporting documentation.
Achieve and maintain expertise to navigate and accurately record information with several business systems/applications including HR data (PeopleSoft), applicant tracking system (BrassRing), case management tracking, unemployment, payroll time entry (KRONOS), the third-party administrator (TPA) leaves system and case management tracking.
Support HR field personnel with expertise in: Leaves, Disability, and absence management, data management and guidance on HR Self Service tool. Provide expertise on complexity of data fields in PeopleSoft.
Apply knowledge of HR programs, policies and benefit plans to quickly resolve customer issues or concerns.
Responsible for escalation of issues in a timely manner to ensure an effective end user experience while remaining engaged in resolving the issue.
Manage time effectively to ensure Employee Services Center meets required service levels for customer satisfaction results.
Maintain required file documentation.
Lead special projects and perform other related duties as needed
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to work a flexible schedule which includes unique or extended hours of a call center operation
Ability to problem solve in a high volume production oriented environment
Ability to maintain confidentiality
Proficient in Microsoft Office programs including Outlook, Excel, and Word
High level of analytical and process skills, problem resolution skills
Clear and effective verbal and written communication skills
Leave of Absence, FMLA, STD, LTD, ADA and Workers’s Compensation administration knowledge
Experience supporting outsourced environment preferred
Must have functional knowledge of PeopleSoft, version 9.2 preferred
Bilingual skills a plus
Bachelor Degree in Business Administration, Human Resources or related field preferred or equivalent combination of training, education and experience.
5+ years of proven Human Resources, Absence Management, or Customer Service Call Center experience
The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.
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