Sup, Employee Svcs Center

Spectrum - Charlotte, NC

Full-time - Mid Level

Charlotte, NC

10,001+ employees

Telecommunications

About the position

The position involves supervising the execution of ADA accommodations and coordinating the workflow and quality improvement for accommodation coordinators. The role requires monitoring client service responsiveness, production, and quality to meet group goals and Service Level Agreements, utilizing effective people management skills and resources efficiently.

Responsibilities

• Provide direct supervision and Tier 2 support to Accommodation Coordinators.
• Oversee lower and mid-tier claims as well as escalated matters within those cases while performing end-to-end case management.
• Responsible for escalation of issues in a timely manner to ensure an effective end user experience.
• Provide ongoing and back up support for assigned functional Human Resources work team.
• Maintain and apply knowledge of onboarding and HR programs, policies, and benefit plans.
• Engage key partners as needed, including HR Business Partners and Health Care Providers.
• Examine medical information to determine if the employee meets the requirements under federal ADA and state requirements.
• Ensure metrics are in place to govern all areas of responsibility and conduct ongoing reporting of compliance performance.
• Provide excellent customer responsiveness to all communications received from Human Resources and employees.
• Establish good working relationships with staff, ESC leaders, HR business partners, and vendors.
• Ensure timely and accurate decisions on pending accommodation requests by investigating discrepancies.
• Achieve and maintain expertise to navigate and accurately record information with several business systems/applications.
• Provide first level performance feedback to accommodation coordinators and management.
• Identify employee performance issues and work with the Employee Services Center Manager to design performance improvement plans.
• Assist with training of new hires and participate in interviews of new team members.
• Oversee scheduling needs for the team and ensure required documentation is updated.

Requirements

• Bachelor's degree in Business Administration, Human Resources or related field or equivalent training, education and experience.
• Proven Human Resources experience preferably in an HR Shared Services / operations center environment - 5+ years.
• Prior experience supervising people and/or third party vendors.
• Functional knowledge of PeopleSoft, version 9.1 preferred.
• In-depth knowledge of FMLA, STD and all other leave processing.

Nice-to-haves

• PHR certification or continuous improvement experience preferred.
• Project management experience preferred.
• Supervisory or leadership experience - 1+ year.

Benefits

• Opportunities for advancement
• Comprehensive pay and benefits package that rewards employees for their contributions.