Description

Become part of an inclusive organization with over 40,000 diverse employees, whose mission is to improve the health and well-being of the unique communities we serve.

Summary:
The HR Service Delivery Advisor II serves as the first point of contact for Human Resources information for former and current teammates and managers who have general questions or issues relating to benefits and/or other HR transaction needs. The Level II advisor is also responsible for processing higher level system transactions/researching and determining case escalation to a COE.

Responsibilities:

Initial and Escalated Contact: Act as the initial point of contact for HR inquiries and provide in-depth information and services across various stages of the employment life cycle. Serve as a second-tier escalation point for inquiries that the Shared Service Advisor I cannot resolve, ensuring complex issues receive appropriate attention and resolution.

Exceptional Customer Service: Deliver professional, reliable, and exceptional customer support to all inquiries, exhibiting a customer-centric approach and ensuring high satisfaction levels. Address inquiries promptly and effectively, demonstrating active listening and empathy.

First Escalation Tier: Monitor the call center call queue and be the first level of assistance during periods of staffing shortages or high call volume. Provide immediate support to callers in the queue, ensuring minimal wait times and efficient call resolution.

ServiceNow Case Management: Utilize the ServiceNow case management system to log and document inquiries, capturing relevant details of interactions. Maintain accurate records of discussions and actions taken, facilitating seamless communication among HR team members.

Employee Transaction Processing: Process general employee HR transactions. Ensure accuracy and compliance with established HR policies and procedures. Utilize your experience with service metrics and service level agreements (SLAs) to ensure compliance with response times and service quality standards. Contribute to continuous improvement by identifying areas for enhancement and streamlining of HR processes.

Collaboration and Communication: Collaborate closely with HR team members to resolve inquiries and provide comprehensive solutions to employees. Communicate effectively with cross-functional teams to address inquiries requiring specialized expertise. Provide guidance, support, and training to all HR Service Delivery teammates, fostering their growth and development.

Support Services: Responsible for providing on-going support of HR programs and events, including but not limited to scheduling, supply ordering, budget coordination, of assigned areas.
Confidentiality and Data Security: Handle sensitive employee information with the utmost confidentiality and adhere to data security protocols. Ensure compliance with data protection regulations and company policies.

Other Information

Education Requirements:

• Bachelor’s degree or equivalency as outlined under experience.

Professional Experience Requirements:

• If Bachelor’s degree – no experience required
• If Associate’s degree – one year of relevant HR Call Center experience
• If HS Diploma or GED - five years of relevant HR Call Center experience

Knowledge/Skills/and Abilities Requirements:

• Active learner and is the answer giver; rather than the answer seeker.
• Must be able to exceed determined performance metrics for phone calls as well as ServiceNow case management system
• Strong written and verbal communication and interpersonal skills
• Researches and brings cases/calls to resolution with minimal assistance from others.
• Demonstrates ability and willingness to assume greater responsibilities. Sets an example for others.
• Demonstrates information sharing and collaboration across teams and business partners and seeking to learn from others.

Job Details

Legal Employer: NCHEALTH

Entity: Shared Services

Organization Unit: HR Customer Service Center

Work Type: Full Time

Standard Hours Per Week: 40.00

Salary Range: $20.03 - $28.52 per hour (Hiring Range)

Pay offers are determined by experience and internal equity

Work Assignment Type: Hybrid

Work Schedule: Day Job

Location of Job: US:NC:Morrisville

Exempt From Overtime: Exempt: No

This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Health Care System, in a department that provides shared services to operations across UNC Health Care; except that, if you are currently a UNCHCS State employee already working in a designated shared services department, you may remain a UNCHCS State employee if selected for this job.

Qualified applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities. All interested applicants are invited to apply for career opportunities. Please email applicant.accommodations@unchealth.unc.edu if you need a reasonable accommodation to search and/or to apply for a career opportunity.