What are the responsibilities and job description for the HR Shared Services Specialist (Call Center): CORP - Human Resources position at Memorial Healthcare System?
This position will be in a call center environment.
Summary:
As a member of the HR Shared Services team , the HR Shared Service Specialist will serve as the first point of contact and deliver front line support and to the MHS Human Resources team as well as to employees and leaders throughout the organization. The HR Shared Services Specialist will respond to employee inquiries and leadership requests, by identifying solutions and escalate as needed. Additionally, this role will contribute to the development of long term development of key HR processes during the life cycle phases of new hire through termination processes. This position requires good judgement and initiative and is accountable for the quality and productivity of requests.
As a member of the HR Shared Services team , the HR Shared Service Specialist will serve as the first point of contact and deliver front line support and to the MHS Human Resources team as well as to employees and leaders throughout the organization. The HR Shared Services Specialist will respond to employee inquiries and leadership requests, by identifying solutions and escalate as needed. Additionally, this role will contribute to the development of long term development of key HR processes during the life cycle phases of new hire through termination processes. This position requires good judgement and initiative and is accountable for the quality and productivity of requests.
Detailed responsibilities:
- Manages incoming calls and ensure first call resolution for basic and complex inquiries.De- escalate high tension situations while reassuring callers they will receive assistance with the utmost care and attention Troubleshoots and resolves issues and makes recommendations for process improvements.Manages and processes HR transactions, (including onboarding, transfers, terminations, job and personal data changes, employee verifications and other core HR functional and operational responsibilities.)Utilizes case management system tools to respond to written and oral inquiries from employees, leaders, regarding HR questions, issues, problems, and status changes within defined SLAs and quality measuresResponds to questions on human resources policies and procedures, directing employees to self-service options as appropriate Enters and Maintains data in the HR files or HR system to ensure compliance with federal, state and regulatory standardsTroubleshoots and resolves issues, and recommends changes for process improvement.
Competencies and skills:
Essential:
- STANDARDS OF BEHAVIOR: Acts in a manner that supports the standards of communication, respect, privacy, and teamwork by demonstrating a commitment to professional and ethical conduct.
- CUSTOMER SERVICE: Demonstrates commitment to service excellence by promptly addressing internal/external customer issues/requests, resolving concerns while maintaining a professional image and behavior to build and enhance the patient/family/customer experience.
- ACCOUNTABILITY: Accepts ownership of job roles and specific assignments/goals; works independently, takes responsibility for own actions; admits mistakes and judgment errors; and accepts constructive feedback. Connects personal work results to the accomplishment of team and organizational goals.
- RESPONDING TO CHANGE: Accepts change and adapts in a positive and productive manner; handles unexpected situations and changes in direction calmly and with confidence. Views new assignments and job responsibilities as an opportunity for growth.
- ACCURACY: Completes work assignments within established quality and/or quantity standards.
- DEVELOPS RELATIONSHIPS: Builds positive and productive business relationships with individuals and groups.
- EFFECTIVE COMMUNICATION: Communicates effectively with various audiences using the most appropriate method for the situation.
- PROBLEM SOLVING: Ability to identify, analyze and effectively solve problems.
- ORGANIZATION SKILLS: Organizes work to achieve maximum efficiency.
Education:
Essential:
Essential:
- High School Diploma or Equivalent
Credentials:
Education equivalent experience:
Essential:
- •
Other information:
Complexity of Work: Must possess strong customer services orientation with the ability to navigate complex conversations, determine needs and provide solutions satisfactorilyAbility to exercise effective judgement, and sensitivity to callers and potentially difficult situations Must be extremely organized and detail oriented with the ability to shift priorities as neededProven skill at handling stressful issues and interacting with all levels of the organization in a courteous and professional mannerAbility to handle multiple projects simultaneously in a fast paced organizationIndependent problem solver or knowledge when to appropriately escalate
Required Work Experience: Minimum 1 year experience in Human Resources, or Front Line Call Center/ Customer Service/Shared Services role
Associates degree preferred
Complexity of Work: Must possess strong customer services orientation with the ability to navigate complex conversations, determine needs and provide solutions satisfactorilyAbility to exercise effective judgement, and sensitivity to callers and potentially difficult situations Must be extremely organized and detail oriented with the ability to shift priorities as neededProven skill at handling stressful issues and interacting with all levels of the organization in a courteous and professional mannerAbility to handle multiple projects simultaneously in a fast paced organizationIndependent problem solver or knowledge when to appropriately escalate
Required Work Experience: Minimum 1 year experience in Human Resources, or Front Line Call Center/ Customer Service/Shared Services role
Associates degree preferred
Working conditions:
Essential:
Essential:
- Keyboard Entry 60.00%
- Repetitive Movement Hand/Arm 60.00%
- Sitting 60.00%
- Standing 60.00%
- Walking 60.00%
- Audible Speech 60.00%
- Hearing Acuity 60.00%
- Depth Perception 60.00%
- Distinguish Color 60.00%
- Seeing - Far 60.00%
- Seeing - Near 60.00%
- Computer Monitor 60.00%
Disclaimer: This job description is not intended, nor should it be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended to indicate the general nature and level of work performed by employees within this classification.
Salary : $32,600 - $41,300
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