MT

Responsibilities

• Performs background research and follow-up needed to resolve employee requests that cannot be resolved at the time of initial contact, including root cause analysis.
• Maintain standard operating procedures, policies, systems, and technology to ensure that maximum efficiencies are achieved in responding to employee inquiries. Ensure that all Service Level Agreements are met or exceeded.
• Assist with workload prioritization and analyze call and case activity for the evaluation and determination of ongoing People Connect staffing, scheduling, and training. Train new People Connect Coordinators on best practices and provide ongoing subject matter expert support and guidance.
• Identifies user trends and communicates to the appropriate person when audits or training opportunities exist that could minimize errors.
• Coordinate the ongoing evaluation and maintenance of internal and external knowledge articles and resources to aid in the resolution of employee inquiries.
• Act as a mentor and resource for coordinators by providing ongoing subject matter expert support and guidance. Influence best practices of customer service across HR Shared Services Partners with HR Shared Services Supervisors and Team Leads to identify training gaps and trends and take appropriate action so that future errors or gaps in knowledge are minimized.
• Provides guidance to staff and handles escalated issues directly, as appropriate. Identifies opportunities to provide corrective services to address customer complaints.
• Foster a team environment and a strong service culture that ensures delivery of accurate, timely repeatable and quality-driven service to multiple internal and external stakeholders. Other duties as assigned.
• Collaborate and partner with People Connect Specialists, HR COEs, and HRSD regional leadership to properly execute on process improvement projects as well as modify PeopleSoft reports and ServiceNow dashboards to inform decision making.
• Identify any potential process gaps and partner with Supervisor to process map solutions.
• Rotate supporting 3 departments (TASS, People Connect, and Payroll) during each of their busiest seasons. With this, learn in a fast-paced environment to be able to complete the task quickly, and correctly, to support the incoming volume.
• Resolve assigned cases ensuring proper and timely resolution for the employee including meeting or exceeding all service level agreements.
• Execute transactional work in accordance with the teams processes and standards, including meeting or exceeding all service level agreements.
• Maintain confidences and sensitive information.
• Other duties as assigned.