Job Description

JOB SUMMARY
The purpose of this position is to supervise the execution of employee programs and coordinate the workflow and quality improvement direction to Employee Service Center representatives in the completion of their day-to-day activities. This position is required to monitor levels of client service responsiveness, production and quality to ensure that group goals and Service Level Agreements are met by utilizing effective people management skills along with efficient, timely and accurate use of resources.

MAJOR DUTIES AND RESPONSIBILITIES
Provide direct supervision and Tier 2 support to Employee Services Center (ESC) representatives.

Responsible for escalation of issues in a timely manner to ensure an effective end user experience while remaining engaged in resolving the issue.

Provide ongoing and back up support for assigned functional Human Resources work team and possesses HR knowledge so that they can cross train representatives as needed.

Provide regular status updates to ESC manager and HR Service Center Director, providing root cause analysis and process change recommendations.

Ensure metrics are in place to govern all areas of responsibility, conduct ongoing reporting of compliance performance, analyze reports on behalf of end user, identify issues and recommend changes based on those metrics.

Provide excellent customer responsiveness to all communications received from Human Resources, HR Center of Excellence (COE) staff and employees.

Establish good working relationships with staff, ESC leaders, HR business partners, hiring managers, benefits, recruiting, security, legal and/or vendors to meet service level agreements and ensure compliance.

Ensure timely and accurate decisions on the disposition of pending employee program results by investigating discrepancies, following-up with applicants, employees, legal and/or the courts to resolve pending matters.

Achieve and maintain expertise to navigate and accurately record information with several business systems/applications to ensure the highest level of data integrity and confidentiality, including HR data (PeopleSoft), leaves time tracking (Kronos), case management tracking (HR Helpdesk), query and reporting tools (PeopleSoft and Excel) and third party vendor systems support.

Provide first level performance feedback to ESC representatives and to management on an on-going basis.

Identify employee performance issues and work with the Employee Services Center Manager to design, implement and administer performance improvement plans if needed.

Assist with training or new hires and participate on interviews of new team members. Oversee scheduling needs for the team.

Ensure required documentation is updated and maintained.

REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to work a flexible schedule
Ability to problem solve in a high volume production oriented environment
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
Ability to maintain confidentiality
In depth knowledge of PeopleSoft, version 9.1 preferred
Functional knowledge of FMLA, STD and all other leave processing
Prior experience supervising people and/or third party vendors
Project management experience preferred

Education
Bachelor's degree in Business Administration, Human Resources or related field or equivalent training, education and experience

Experience
Minimum of 5 years of proven Human Resources experience preferably in an HR Shared Services / operations center environment. PHR certification or continuous improvement experience preferred.

WORKING CONDITIONS
Office environment with minimal (0-15%) travel

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