Description

Become part of an inclusive organization with over 40,000 diverse employees, whose mission is to improve the health and well-being of the unique communities we serve.

Summary:
This position serves as an escalated point of contact for Level I and Level II advisors. The Level III advisor is also responsible for managing the Knowledge Base within ServiceNow for all HR teams. The HR Service Delivery Advisor III will monitor HR cases and calls for trends and determine additional resources needed.

Responsibilities:

Call Queue Management

• Identify and analyze business or process problems, focusing on understanding root causes and exploring potential solutions.
• Apply analytical skills to assess and interpret data, providing insights that guide decision-making.

Case Management

• Reviews all HR cases for trends in inquiries. Once trends are found, should solve for by working with COE for solutions such as KBAs and Response Templates for efficiencies gained.
• Research and respond to complex cases to provide resolution for teammates.

Coaching and Mentoring

• Provide coaching and guidance to Level I and Level II advisors, offering insights to enhance their performance and develop their skills.
• Share best practices, feedback, and constructive suggestions to improve the overall effectiveness of the team.

Exceptional Customer Service

• Delivery professional, reliable, and exceptional customer support to all inquiries, exhibiting a customer-centric approach and ensuring high satisfaction levels.
• Address inquiries promptly and effectively, demonstrating active listening and empathy.

Knowledge Base Management

• Produce Knowledge Articles that include information, guides, videos, and other material across all of Human Resources needed for self-service channels, internal channels, etc.
• Administer and maintain the knowledge base within the case management system to ensure content is accurate, up-to-date, and consistent.
• Collaborate with subject matter experts to create, review and update knowledge articles as needed.
• Responsible for approving all Knowledge Articles.
• Reviewing user feedback to determine effectiveness of KBA’s.

Process Improvement Evaluation

• Identify areas for process improvement within HR Service Delivery operations.
• Collaborate with peers and management to implement changes that enhance efficiency and effectiveness.
• Collaborate with cross-functional teams
• Review and report findings to stakeholders supported by data analysis showing impact of Knowledge Base Articles and Cases created.

Service Recovery

• Lead service recovery efforts for calls/cases that require additional outreach due to incorrect or incomplete information provided.
• Engage with employees and stakeholders to resolve any issues, demonstrating a commitment to resolving concerns.

Training Material Development

• Create and maintain comprehensive training materials for Advisors I and II, ensuring they are equipped with up-to-date resources.
• Develop training modules, guides, and reference materials that cover HR processes, policies, and customer service techniques.

Other Information

Other information:
Education Requirements:

• Bachelor’s degree required

• Four years of experience in data analysis, reporting or other service center system technical support.
• Experience with ServiceNow preferred.

• Excellent organizational skills, strong attention to details, and process oriented
• Proficient with excel and possess the capabilities of being able to complete V-Lookups to obtain data when needed
• Demonstrated ability to maintain a confidential work environment, including handling issues with discretion, and good judgement
• Ability to manage workload and achieve results with minimal supervision. Effectively guides work of other team members
• Ability to maintain a confidential work environment, including handling issues with discretion, and sound judgement
• Understands and adapts to different personal styles to achieve results.

Job Details

Legal Employer: NCHEALTH

Entity: Shared Services

Organization Unit: HR Customer Service Center

Work Type: Full Time

Standard Hours Per Week: 1.00

Salary Range: $20.88 - $30.02 per hour (Hiring Range)

Pay offers are determined by experience and internal equity

Work Assignment Type: Hybrid

Work Schedule: Day Job

Location of Job: US:NC:Morrisville

Exempt From Overtime: Exempt: No

This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Health Care System, in a department that provides shared services to operations across UNC Health Care; except that, if you are currently a UNCHCS State employee already working in a designated shared services department, you may remain a UNCHCS State employee if selected for this job.

Qualified applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities. All interested applicants are invited to apply for career opportunities. Please email applicant.accommodations@unchealth.unc.edu if you need a reasonable accommodation to search and/or to apply for a career opportunity.