Leave Management Liaison

• Point of contact for all HR inquiries and escalated issues.
• Provide exceptional customer service responding to inquiries within one business day.
• Take necessary steps to ensure claim and coding issues are resolved timely and accurately.
• Track all HR concerns in escalation tracker.
• Provide monthly report of all escalations identifying trends and training opportunities.
• Leave Team Monthly Power Point Presentation of trends and opportunities.
• Create and conduct training to eliminate errors identified on escalation tracker.
• Monitor exception reports to ensure file transfers, coding and payroll are accurate.
• Adhere to documented processes when handling request, inquiries and transactions.
• Ensure quality employee experience by using a professional and service-focused approach when handling all inquiries, transactions and requests
• Ensure employee privacy, including confidentiality and protection of sensitive employee reports or information
• Attend and participate in on-going training to support the ever-changing environment
• Overall responsibility for all aspects of the Leave Management team includes: Maintain and develop staff and manage individual performance
• Manage team workload and conduct regular checks to ensure quality of service delivered in a timely manner.
• Fosters a team environment to drive ownership of work and encourages team involvement and support around process improvement ideas
• Coordinates team projects and drives for results through task delegation and follow up
• Manages and monitors systems and data integrity
• As a member of the Service Center Management Team, interprets overall strategic vision and communicates overall message to team.

• 1-3 years prior experience in a call center or service center environment
• 5-10 years prior experience leading teams
• Minimum 5 years of experience managing FMLA/STD claims, absence management or similar claims experience
• Knowledge of Leave of Absence regulations and legislation, including FMLA
• Superior Customer Service skills
• Excellent oral and written communication skills
• Good interpersonal skills to build effective relationships at all levels of the organization
• Exposure to HR and/or case management technologies (e.g., portal technology, case management, human capital management, etc.). Kronos Absence Management (or an alternative absence management technology) experience preferred.
• Strong problem solving and decision making abilities
• Experience with HR administration and general exposure / knowledge of various HR functions (e.g., policy, compensation, employee relations, benefits, performance management, etc.)
• Proficient computer skills (Microsoft Word, Excel, Power Point)
• Team player with a positive attitude

Kronos Absence Management (or an alternative absence management technology) experience preferred.