Contact Center Specialist II / HR Analyst

Job Description

The HR Contact Center Specialist II will play a vital role in supporting managers of employees by resolving complex pay issues, answering benefit inquiries, and providing leave administration support. This role will also assist managers with HRconnect navigation and position management inquiries, ensuring accurate and timely resolution of all matters. Agents are expected to demonstrate strong problem-solving skills, maintaining a high level of accuracy in handling detailed and multifaceted cases. Additionally, the HR Contact Center Agent will contribute to continuous improvement efforts by regularly providing feedback and insights to enhance the overall user experience. Agents must have the ability to work independently while ensuring they follow up and resolve cases efficiently, helping to maintain a positive and seamless service experience for all users. Strong communication skills and a customer-first mindset are essential for success in this role.                                                                  

Essential Responsibilities                                                                                                                                           

• Resolve Complex Pay Issues: Provide accurate and timely solutions for complex pay-related inquiries, ensuring managers receive clear and detailed resolutions.
• Benefits and Leave Administration Support: Assist with benefit inquiries and leave administration, ensuring policies are followed and issues are addressed with precision and clarity.
• HRconnect Navigation Assistance: Guide managers through HRconnect tools and resources, offering expert advice to navigate the system effectively.
• Position Management Support: Provide assistance with position management inquiries, helping managers update and maintain employee position data accurately.
• Effective Call Handling: Handle inbound and outbound calls with professionalism, ensuring each interaction is managed efficiently while maintaining a focus on delivering a positive and seamless customer experience.
• Utilize Technology and CRM Tools: Effectively use CRM systems and other technology platforms to track cases, document interactions, and ensure accurate and comprehensive case management throughout the entire resolution process.
• Deliver Timely and Accurate Resolutions: Maintain a high level of accuracy and efficiency in resolving all inquiries, ensuring exceptional service and minimizing rework.
• Customer Feedback and Continuous Improvement:** Collect and share feedback to support continuous improvement initiatives, contributing to the enhancement of the overall user experience.
• Case Management and Follow-up: Manage cases proactively, ensuring timely follow-up and closure, while keeping managers informed throughout the resolution process.
• Collaboration with Internal Teams: Work closely with other HR functions to ensure comprehensive and cohesive solutions for managers’ inquiries and issues.
• Maintain Updated Knowledge: Stay informed about changes in HR policies, systems, and procedures to provide current and relevant guidance to managers.
• Documentation and Reporting: Accurately document all interactions and resolutions, contributing to reporting and performance metrics for continuous operational excellence.                                                

Minimum Qualifications                                                                              

• Bachelor’s degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or related field and Minimum two (2) years of experience in customer service or a directly related field.
• In lieu of degree, additional three (3) years experience for a total of five (5) years.

Additional Requirements                                                                           

• HR Knowledge and Experience: Strong understanding of HR policies, processes, and systems, with experience in handling complex pay, benefits, and leave administration inquiries.
• Excellent Communication Skills: Ability to communicate clearly and professionally, both verbally and in writing, to provide effective guidance and support to managers.
• Problem-solving and Critical Thinking: Demonstrated ability to analyze complex issues, identify root causes, and develop accurate and timely solutions.
• Proficiency with CRM and Technology Tools: Experience using customer relationship management (CRM) systems and other technology platforms to track, document, and resolve cases efficiently.
• Attention to Detail and Accuracy: High accuracy in managing detailed and multifaceted inquiries, ensuring precise resolutions and minimal rework.                                                                                                                                                               

Preferred Qualifications                                                                                                                               

• One (1) year of experience in healthcare or another heavily regulated industry (e.g., banking).
• Six (6) months of experience in a human resources or contact center role.
• Two (2) years of experience in process improvement.
• Two (2) years of experience in an operations management role.
• Two (2) years of experience in quality management/improvement.
• Two (2) years of experience in healthcare or another heavily regulated industry (e.g., banking).
• Two (2) years of experience in working with labor relations.                                                                                                                                                          

Benefits

• Transportation.
• Life insurance.
• Medical insurance.
• Solidarity association.
• Growth plans.
• Additional days off.