Lead, Employee Solutions

Full Time United States - North Carolina - Charlotte Posted 05/03/2021 Areas of interest: Customer Service, Human Resources Requisition Number: 280864BR HES116
This position is to provide customer support escalation, coordination of workflow and quality improvement direction to Employee Solutions Team (EST) in the completion of their day-to-day activities which span payroll, benefits and other HR inquiries. The Lead Employee Solutions Associate is required to monitor levels of client service responsiveness, production and quality to ensure 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. A portion of the Lead’s time will be spent responding to inquiries from employees (via phone, email and case submissions) alongside the EST.

Actively and consistently support all efforts to simplify and enhance the customer experience

Provide first level of escalation support to EST Representatives. Determine answer for quick resolution or escalates to appropriate Center of Excellence for resolution.

Provide excellent customer service in responding to a large volume of incoming calls, cases and communications received from employees and Human Resources (HR).

Provide ongoing and back up support for assigned functional HR work.

Help to analyze customer feedback and recommend solutions.

Assist in acquiring 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 call monitoring, case management and audit reports within HR Shared Services Center.

Assist in preparing metrics to analyze performance, job functions and tools of the HR Shared Services Center.

Audit calls as outlined by the call monitoring procedures, provide 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: leave of absence, payroll inquiries, benefits eligibility, enrollment, onboarding administration including background checks and routine HR questions.

Update and audit 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 (HR Helpdesk), unemployment (CaseBuilder), payroll time entry (KRONOS), the third-party administrator (TPA) leaves system and case management tracking (HR Helpdesk).

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 HR Shared Services Center meets required service levels for customer satisfaction results.

Maintain required file documentation.

Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Superior listening, verbal and written communication skills
Ability to handle stressful situations appropriately
Customer focus and adaptability to different personality types
Ability to work a flexible schedule which includes unique 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
Must have functional knowledge of PeopleSoft, version 9.1 preferred

Associate’s degree in Business Administration, Human Resources or Payroll related field; 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 or Customer Service Call Center experience

For more information on Spectrum’s benefits, please click here.
The health and safety of our employees and candidates is very important to us. Spectrum has adopted virtual mobile recruiting tools that allow us to continue meeting new candidates. We look forward to “virtually” meeting you.

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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