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Sr. Admin Emp Svcs Erc
hace 2 semanas
3+ year as HR Generalist or Contact Center in a corporate environment
- Proven ability to manage customer contacts in a fast-paced environment
- Schedule flexibility, including weekends (shifts may vary from 6:00 a.m. to 10:00 p.m.)
- Track record of exceeding operations KPI, such as Quality Assurance (QA)
- Superior attention to detail.
- Strong research and Root-Cause Analysis
- Must have a consistent record of exceeding KPI expectations.
- Exemplify high judgement.
- High degree of process knowledge.
- Demonstrated ability to independently problem-solve.
- Proven experience working cross-functionally to solve complex problems.
- Experience managing confidential and sensitive employee information and adherence to strict confidentiality standards.
- Excellent interpersonal skills with the ability to communicate at all levels within and outside the organization.
Job summary
The ERC team is dedicated to customer response and provides a variety of HR services via phone, case management, chat, and web-based self-service. The ERC Sr. Admin plays a critical role in customer issue resolution, as well as the continuous learning and improvement of the larger ERC organization.
They work with leadership to identify and close gaps in our service, including learning gaps and broken processes. They work with Front-line to build up their knowledge, improve their resources, and help them provide the best service possible to our customers. They are role models and help grow the next layer of ERC experts. They work closely with our partner teams, creating and maintaining positive working relationships.
Key job responsibilities
Take employee calls, cases and chats that are transferred to them by ERC Associates in a contact center environment.
Recommend changes to policies, SOPs, FAQs, scripts, and training to assist Front-line in the resolution of contacts.
Attend Front-line meetings to share best practices and assist in the ongoing learning and development of their Front-line teammates.
Document each contact, including reason for contact, root cause, information provided, and resolution.
Promote customer use of self-service options whenever they are available.
Respond to the need for self-service options and propose solutions to management.
Escalate high impact/mass issues to management.
A day in the life
As an ERC Sr. Admin, you will act as a point of contact, handling employee escalated contacts and cases pending resolution. You will influence different stakeholders within partner teams and escalating to the next level support unresolved issues on time according to Service Level Agreements established. You will also participate in process improvement initiatives to eliminate root causes of defects within the ERC operation, to enhance employee-experience.
- +3 years of Customer Service experience
- A completed Bachelor’s Degree from an accredited university or +1-year experience in the ERC
- Basic US legislation knowledge pertaining to HR & Labor
- Third Language proficiency is an added advantage (Spanish, French, Italian, Portuguese or German)
- Proven ability to identify process defects, make recommendations for process improvements, and implement process improvements
- Intermediate level of Excel and numerical skills
- Experience working with senior leaders.
