Summary:
The Human Resources Contact Center Representative is the first point of contact for the resolution of both internal and external inquiries and requests, typically via phone, internet, and e-mail, related to Human Resources Shared Services operations. The Human Resources Representative quickly analyzes customer concerns and needs, resolves and/or coordinates resolution of issues in accordance with defined time limits.
Responsibilities:
- Initiate cases, log all interactions into a computerized call tracking system and follow issues through to completion
- Own all cases initiated through to resolution, regardless of assistance or hand-offs
- Act as a subject matter expert for the Human Resources PeopleSoft System
- Understand and prioritize/assist high priority areas with the right sense of urgency
- Demonstrate a command of corporate and hospital facility processes related to Human Resources to include Compensation, HR Administration, Benefits, Employee Relations, Leave Administration and Talent Acquisition
- Routinely work with confidential information/records and exhibit the highest level of confidentiality
- Resolve most issues on his/her own including those with moderate to high complexity to include troubleshooting all Employee Self-Service (ESS)/Manager Self-Service (Client) cases and insure the caller’s needs are met in a timely manner
- Support a high volume of inbound customer inquiries and requests and demonstrates a commitment to delivering exceptional customer service and problem resolution
- Work with hospital Human Resource departments to analyze and resolve inquiries, system issues and Human Resource process issues
- Point of contact for all hospital Human Resource departments and vendors related to HR Administration regarding verification of employment, concerns and follow up items from a mortgage, loan, and employment dates
- Must work with Finance from a payroll perspective to provide financials to respond to vendor inquiries
- Demonstrate patience and ability to remain calm under stressful situations
- Provide working knowledge support for Human Resource operations, PeopleSoft, and other non-system related issues with minimal hand-offs and escalations
- Open cases, log calls into a computerized call tracking system, and own cases through resolution
- Teach and guide employees through all required steps to create a new position and or requisition
- Understand the difference and clearly communicate to employee which is need and why
- Responsible for delivering superior customer service to employees who contact the call center
- Guide and troubleshoot employees and managers in navigating through Employee Self-Service (ESS)/Manager Self-Service (Client) functionality
- Ensure employee privacy where appropriate, including confidentiality and protection of sensitive client reports or information
- Maintain and build relationships with hospital staff, as well as, other users of the PeopleSoft system
- Use experience and functional knowledge in multiple HR disciplines to decipher what employees are asking for in order to appropriately assist or route employee to the right level 2 specialist
- Ability to translate old Destiny processes into new PeopleSoft processes and articulate the differences for employees to understand
- Escalate and follow through on cross-functional issues properly and in a timely manner
Education and Experience:
- Bachelor’s degree or 5 years of related experience required
- Two years of experience in a contact center, customer service business setting or human resources team environment required or completion of the organization’s internship program
- Experience in the healthcare industry preferred
- Experience in Shared Services Human Resources (Payroll, Benefits, Time & Attendance, Talent Acquisition, HRIS) services organization preferred
Technical Skills:
- Web navigational and computer skills required
- Knowledge of Human Capital Management and/or Customer Relationship Management software preferred
- Proficiency in Microsoft Office (Excel, Word, Outlook) preferred
- Proficiency in PeopleSoft strongly preferred
- Ability to type fifty or more words per minute with excellent spelling, punctuation, grammar, and oral and written communications