Job Profile Summary
Responsible for management of Human Resources related inquiries received via call and case management system. Ensures Team Member and Team Leader questions are addressed accurately and in a timely manner, escalating and properly routing complex or sensitive issues to the appropriate individual or departments. Utilizes knowledge base information to answer Team Member inquiries and identify appropriate case routing.
***This is a 6-month contract with option to extend, start date ASAP***
Responsibilities:
· Supports case intake and/or resolution via TMS Call Line
· Supports queue management and case resolution/routing.
· Guides Team Members and Leadership to appropriate resources and information on policy and process
· Resolves more complex / escalated issues and questions.
· Escalates and accurately routes sensitive and complex cases to appropriate queues.
· Participates in continuous improvement of TMS transactional processes.
· Ensures consistent communication of TMS programs and company policies, procedures, and guidelines.
· Represents TMS Shared Services to other departments, customers, and stakeholders.
· Responds to and resolves cases accurately and in a timely manner in alignment with Service Level Agreement
Skills:
· Strong communication skills, including written and verbal
· Well-organized, able to multi-task, and adheres to deadlines.
· Responds promptly and accurately to customers and internal stakeholders.
· Understands necessity of tailoring communication to meet the needs of diverse audiences.
· Uses existing procedures to resolve standard problems.
· Evaluates data and effectively translates finding into actionable items.
· Demonstrated ability to:
· Apply critical thinking,
· Investigate concerns and issues,
· Propose potential solutions,
· Correct problems and errors as directed.
· Comprehensive transactional knowledge of HR functions, including Compensation, Benefits, Wellness, Payroll, Employment, Team Member Relations, Performance Management, and Training.
· Typically determines own priorities within established guidelines.
· Analyzes and resolves task-related problems by consulting with peers and/or leaders.
· Seeks advice and guidance from more experienced Team Members.
· Demonstrates a willingness to experiment with new ideas, within acceptable boundaries.
· Readily accepts constructive feedback.
· Actively participates in group activities and collaborates with the team.
· Impacts the quality and timeliness of own work.
· Gains trust and support of Team Members and peers.
· Admits mistakes; corrects them in a timely manner.
· Identifies customer care issues using data, and appropriately recommends potential corrective action.
· Generally familiar with our organization, business objectives, and drivers of success.
Education & Experience:
· High school diploma and 2-4 years’ relevant experience.
· Associates degree, technical college, or some college course work preferred.
Eight Eleven Group (DBA Calculated Hire) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.
Job Types: Full-time, Contract
Pay: $24.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Vision insurance
Ability to Commute:
- Austin, TX 78703 (Required)
Work Location: In person
