HR Call Center Specialist

Nuvance Health has a network of convenient hospital and outpatient locations — Danbury Hospital, New Milford Hospital, Norwalk Hospital and Sharon Hospital in Connecticut, and Northern Dutchess Hospital, Putnam Hospital Center and Vassar Brothers Medical Center in New York — plus multiple primary and specialty care physician practices locations, including The Heart Center, a leading provider of cardiology care. Non-acute care is offered through various affiliates,

Summary:

The Call Center Operations Specialist is responsible for supporting the Call Center Coordinators with issues/questions that require in-depth functional knowledge. The Specialist facilitates efficient and timely Help Desk resolution services. The Specialist ensures that the highest level of customer service is delivered to employees. This role reports to the Call Center Manager and will work directly with the Call Center Coordinators managing the escalation and resolutions of more complex customer issues. In addition, the role will support the execution of various administrative jobs.

Responsibilities:

1. Duties and Responsibilities:

1.1. Support all daily functions of the Call Center. Regularly monitor all Call Center queues to ensure that all open tickets are processed, assigned, and completed in a timely manner.

1.2. Monitor customer feedback survey and advise team members and management of any issues that relate to customer satisfaction including user feedback, trends, significant problems, or unexpected delays.

1.3. Manage standard work library updates and governance process.

1.4. Support administrative work and tasks as necessary.

2. Call Center Specific Duties and Responsibilities:

2.1. Helps facilitate call center incoming calls/inquiries to ensure accurate and timely responses and resolutions, and participates directly during high volume periods.

2.2. Tiered support within the Help Desk – Calls that require more hands-on troubleshooting would be routed to the Operations Specialist

2.3. Uses HR Call Center technology and platforms to complete daily work (e.g., telephone and Ivanti electronic ticketing system)

2.4. Answers in-coming calls and responds to electronic tickets in a prompt and professional manner, always exhibiting exemplary customer service skills.

2.5. Utilizes standard work library to answer questions from employees regarding human resource transactions.

2.6. Leverages scripting and other available resources to help streamline consistent and appropriate responses.

2.7. Forwards employee inquiries to Centers of Excellence or HR Business Partner when specific, in-depth functional knowledge is required.

2.8 Partners with HR Operations Manager when there is confusion or absence of information in the knowledge base to answer questions.

2.9. Escalates complex or unique cases to the HR Operations Manager for resolution.

3.0 Documents outcomes within the call center’s software application.

Other Duties/Responsibilities

3.1. Participate in special projects that need Call Center knowledge/expertise. Attend and participate in related meetings.

3.2. Respond quickly and appropriately to requests from management.

3.3. Work to ensure proper call handling and code responses are followed according to policy. 

Performs additional administrative tasks as necessary, that can include (but it not limited to) HRIS Processing, Vendor Billing, Credentialing Updates, Employee file requests, Leave of Absence For Completion, etc. 

Other information:

Education:

• Bachelor’s Degree or combination of Associate degree and minimum 2 years with a demonstrated competency in related core HR/Call Center areas.

Experience:

• Possess a high level of customer service skill.
• Working knowledge of HR Call Center processes and support systems.
• Strong leadership and team-building skills. Ability to effectively manage daily team operations.
• Excellent interpersonal skills, communication skills, positive attitude, and the ability to mentor and encourage team members to contribute to the team’s productivity.
• Strong organizational skills and the ability to multi-task.
• Well-developed problem-solving skills; able to develop creative solutions to resolve difficult or unusual problems.
• Ability to adjust to constantly changing priorities; be able to multitask and prioritize tasks during peak periods and remain productive during slow periods; exercise patience and professionalism during stressful situations.
• Ability to work responsibly without direct supervision.
• Meets all legal hiring criteria and must be able to provide at least two employment references.

PHYSICAL AND MENTAL FACTORS

Physical:

• Extensive use of terminals, PCs and minor office equipment. Prolonged periods of viewing computer monitors and extensive typing. Extensive use of phone with headset. Occasional lifting up to 25 pounds, including items such as cases of computer paper, monitors, printers or PC’s.

Mental:

• Job can be stressful when dealing with irate users or large numbers of calls/tickets in a short period of time.

ENVIRONMENTAL AND WORKING CONDITIONS

• Prolonged periods of sitting are required.

Location: Summit-100 Reserve Rd

Work Type: Full-Time

Standard Hours: 40.00

FTE: 2.000000

Work Schedule: Day 8

Work Shift: Hours 8-5

Org Unit: 1967

Department: HR Employee Service Center

Exempt: No

Grade: S8

Salary Range: 

$24.9186 – $46.2774 Hourly

Working conditions:

Essential:

• Sedentary/light effort. May exert up to 10 lbs. force
• Generally pleasant working conditions.
• Some manual skills / motor coord & finger dexterity
• Little or no potential for occupational risk

EOE, including disability/vets.

We will endeavor to make a reasonable accommodation to the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to complete this form or to participate in an interview, please contact Human Resources at 203-739-7330 (for reasonable accommodation requests only). Please provide all information requested to assure that you are considered for current or future opportunities.

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