Administrator HR Shared Svcs

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Job Profile Title:

Administrator HR Shared Svcs

Job Code:

11485

Profile Title:

11485 Administrator HR Shared Svcs

Grade / Band:

08

FLSA Status:

Non-Exempt

The HRSS Tier 2 - Escalations Specialist in the HR Shared Services Contact Center, is a subject matter expert in all areas of the Contact Center and research escalated calls and cases, takes appropriate action(s) to resolve, and/or escalates issues in accordance with department policies and procedures. This position leverages technology, digital platforms, and our human capital management and case management systems to provide an exceptional customer service experience, promote and encourage employee self-service, and respond to inquiries not resolved at the Tier 1 level. This role will develop effective relationships with all HR Shared Services teams, respond to escalated (volatile) customer interactions, and tracks patterns, trends and missing information not available to Tier 1 agents in the case management system to support a continuous improvement and self-service culture. This role processes cases and escalations within established quality measures and SLAs.

Utilize case management system tools (email, case response, letters, chat) to respond to case escalations related to all HR functions such as payroll, benefits, leave of absence and Workday transactions.

Supports all escalations related to benefits processes including annual enrollment, new hire/terms processing, life events, etc.

Responds to escalated requests regarding leave of absence, including general inquiries and status updates.

Collect, analyze and monitor common trends and issues based on case and call volume, and make the necessary recommendations for process improvement

Meet or exceed goals and key performance indicators for optimal delivery of service to all customers.

Research, test and resolve critical issues on HRSS technology and software platforms to identify solutions and efficiencies.

Triage and escalate complex cases (in accordance with and as defined by HRSS policy) to HRSS management and Tier 3 resources with accurate documentation on work performed to date.

Refer employees, managers, retirees, and families to HR self-service technology, outside vendors, or other resources as appropriate.

Maintain employee confidentiality at all times.

Performs other job-related duties as requested

Proof of eligibility to work in the United States

High School Diploma or GED

Required

2+ Years of Prior Relevant Experience

In customer service, inbound call centers, or related Human Resources experience

Required

Prior experience working with human capital management systems and case management systems

Required

Prior experience working under the applicable employment and other regulations governing Human Resources policies, procedures and practices

Preferred

Prior experience as a HRSS Tier 1Specialist or HRSS Tier 1.5Specialist

Preferred

Two (2) year of prior Human Resources experience

Preferred

Comfortable using multiple forms of technology and software platforms

Preferred

Minimum typing speed of 55 words a minute

Preferred

Prior experience in a call center environment listening and summarizing information into systems

Preferred

Bilingual in oral and written form

Preferred

Must possess strong customer services orientation with the ability to navigate complex conversations, determine customer needs and provide solutions that satisfy customers

Utilize critical thinking skills and understand process to troubleshoot and resolve issues

Maintain a high level of attention to detail to ensure accuracy and meet policy requirements

Capable of analyzing situations to determine a fast and decisive outcome

Able to effectively communicate in English, in both written and oral forms

Ability to listen and discern the true need of our customers to determine the appropriate resolution

Comfortable and proficient with researching and troubleshooting multiple system platforms and databases to resolve unforeseen issues

Use best judgement to determine next steps and the necessity to escalate

Maintain a professional, neat, and well-groomed appearance adhering to MGM Resorts International standards

Interpersonal skills to effectively communicate with all business contacts and handle all issues that may be sensitive in nature

Ability to handle difficult situations and escalated customer calls

Professional individual needing minimal supervision and the ability to utilize critical thinking skills

Work varied shifts, to include weekends and holidays

Balancing

X

Bending

X

Carrying 10 pounds

X

Clear speech - simple

X

Clear speech - complex

X

Climbing

X

Distant vision

X

Driving

X

Flexibility - upper body

X

Flexibility - lower body

X

Hearing/Listening

X

Kneeling

X

Lifting 10 pounds

X

Near vision

X

Normal vision

X

Pushing/Pulling

X

Reaching

X

Sitting

X

Standing

X

Typing

X

Walking

X

Communication - verbal

X

Communication - written

X

Confined area

X

Contacts - works alone

X

Contacts - works around others

X

Contacts - works with others

X

Exposure to dust / dirt

X

Exposure to fumes / odors

X

Extreme cold

X

Extreme heat

X

Fast pace

X

Hazardous conditions - chemicals

X

Hazardous conditions - high structures

X

Hazardous conditions - high voltage

X

Indoors

X

Noise levels - low to moderate

X

Noise levels - high

X

Office conditions

X

Outdoors

X

Restricted area

X

Shifts

X

Smoke

X

Travel

X

Wet/Humid

X

Analytical

X

Clerical

X

Comprehension

X

Crisis incidents

X

Customer service

X

Decision making

X

High pressure

X

Judgment

X

Long hours

X

Math skills - advance

X

Math skills - basic

X

Organization

X

Reading - simple

X

Reading - complex

X

Repetition

X

Tight deadlines

X

Writing - simple

X

Writing - complex

X