Specialist HR Shared Svcs II

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Profile Title:

Specialist HR Shared Svcs II

Job Code:

11486

Profile Title:

11486 Specialist HR Shared Svcs II

Grade / Band:

07

FLSA Status:

Non-Exempt

The HRSS Tier 1.5 - Transactions Specialist in our HR Shared Services Contact Center, supports the department in the administration of transactions for all HR areas. This role will service overflow calls and cases from Tier 1 and participate in special projects to support initiatives for all areas of Human Resources. This role will expedite and process transactions in our human capital management system that are not fully automated. Work with multiple technical platforms to processes HR transactions in accordance with State and Federal guidelines. This role processes cases and transactions within established quality measures and SLAs.

Complete transactions such as: union progression job changes, gaming registration, move time off balance, employment verifications, benefits events, hire transactions, legal name changes, union membership seniority, etc.

Review employee provided documents to ensure compliance with MGM Resorts policies and procedures.

Assist in the day-to-day administration of MGM Resorts Health and Welfare Plans for all Benefits eligible employees.

Performs scheduled and ad hoc quality assurance audits on benefits administration data.

Administer, implement, and maintain standard records, timelines and tracking mechanisms relative to absence management.

Works with federal and state agencies (Department of Labor, Gaming Control Board) and Internal audit to ensure compliance is met with all business transactions.

Resolve and process cases in a professional, sensitive, and customer-focused manner in accordance with Company policies, procedures, and Service Level Agreement.

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

Identify issues and makes recommendations for process improvements.

Performs other job-related duties as requested

Proof of eligibility to work in the United States

High School Diploma or GED

Required

1+ Years of Prior Relevant Experience

In customer service, inbound call centers, or related experience

Required

1+ Years of Prior Relevant Experience

Prior Human Resources experience

Preferred

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 working in an HR shared services environment

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

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

Know how to deescalate high tension situations while reassuring callers they will receive assistance with the utmost care  and attention

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

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

Maintain high degree of confidentiality

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