Supervisor, Employee Services Center

The purpose of this position is to supervise the execution of ADA accommodations and coordinate the workflow and quality improvement direction to accommodation coordinators in the completion of their day-to-day activities. This position is required to monitor levels of client service responsiveness, production, and quality to ensure that group goals and Service Level Agreements are met by utilizing effective people management skills along with efficient, timely and accurate use of resources. Applies specialized knowledge and expertise in managing accommodation requests to ensure consistent application of Charter's policies and practices.

MAJOR DUTIES AND 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 through implementation, tracking of accommodation transitions, and follow-up within the accommodations tool.
• Responsible for escalation of issues in a timely manner to ensure an effective end user experience while remaining engaged in resolving the issue.
• Provide ongoing and back up support for assigned functional Human Resources work team and possesses HR knowledge so that they can cross train coordinators as needed.
• Maintain and apply knowledge of onboarding and HR programs, policies, benefit plans to quickly resolve customer issues or concerns.
• Engage key partners as needed, including HR Business Partners, Health Care Providers, Vendor Partners, Employment Law, Compliance and Accessibility teams
• Examine medical information to determine if the employee meets the requirements under federal ADA, state, and/or Charter requirements for a qualifying condition.
• Ensure metrics are in place to govern all areas of responsibility, conduct ongoing reporting of compliance performance, analyze reports on behalf of end user, identify issues and recommend changes based on those metrics.
• Provide excellent customer responsiveness to all communications received from Human Resources, HR Center of Excellence (COE) staff and employees.
• Establish good working relationships with staff, ESC leaders, HR business partners, hiring managers, benefits, recruiting, security, legal and/or vendors to meet service level agreements and ensure compliance.
• Ensure timely and accurate decisions on the disposition of pending accommodation requests by investigating discrepancies, following-up with employees, HR and/or legal to resolve pending matters.
• Achieve and maintain expertise to navigate and accurately record information with several business systems/applications to ensure the highest level of data integrity and confidentiality, including HR data (PeopleSoft), leaves time tracking (Kronos), case management tracking (HR Helpdesk), query and reporting tools (PeopleSoft and Excel) and third party vendor systems support.
• Provide first level performance feedback to accommodation coordinators and to management on an on-going basis.
• Identify employee performance issues and work with the Employee Services Center Manager to design, implement and administer performance improvement plans if needed.
• Assist with training or new hires and participate on interviews of new team members. Oversee scheduling needs for the team.
• Ensure required documentation is updated and maintained.

REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge

• Prior experience supervising people and/or third party vendors
• In-depth knowledge of FMLA, STD and all other leave processing
• Ability to read, write, speak and understand English
• Ability to work a flexible schedule
• Ability to problem solve in a high volume production oriented environment
• Proficient in Microsoft Office programs including Outlook, Excel and Word
• High level of analytical and process skills, problem resolution skills
• Clear and effective verbal and written communication skills
• Ability to maintain confidentiality
• Must have functional knowledge of Oracle and/or PeopleSoft, version 9.1 preferred
• Project management experience preferred

Required Education

• Bachelor's degree in Business Administration, Human Resources or related field or equivalent training, education and experience

Required Related Work Experience and Number of Years

• Proven Human Resources experience preferably in an HR Shared Services / operations center environment - 5

Preferred Education

• PHR certification or continuous improvement experience preferred.

Preferred Related Work Experience and Number of Years

• Supervisory or leadership experience - 1

WORKING CONDITIONS

• Office environment with minimal (0-15%) travel