OVERVIEW :
Established in 1957, UFCW and Employers Trust, LLC, also known as the Trust Fund Office, is one of the top 500 largest retirement funds (managing over $4.2 billion in assets) in the USA. We administer health plans and pension benefits for over 230,000 participants at 116 employers throughout Northern California and Hawaii. We serve the grocery food market and retail pharmacy industry consisting of essential workers from employers like Safeway, Save Mart, and Raley’s. The Trust Fund Office administers several multiemployer plans; an employee benefit plan maintained under multiple collective bargaining agreements. Our “Taft Hartley” plans are governed by strong Boards of Directors consisting of Union and Employer industry leaders (as Trustees) with a fiduciary focus and care for our Membership and their families. Our mission is to provide exceptional benefit administration to those we serve : our Members, Dependents, Local Unions, Employers, and Service Providers.
WHAT WE ARE LOOKING FOR IN AN IDEAL CANDIDATE :
We are seeking someone with strong people management skills who enjoys educating members / customers, solving complex problems, delivering outstanding results all while creating a rewarding and engaging culture where you get to work with compassionate driven team members who enjoy coming to work and making a difference. Position is Exempt, Non Union.
Will supervise a team of 15 direct reports of Leads and Member Services Representatives.
- Leader, energetic, dependable, detail oriented, strong work ethic, results driven and high Emotional Intelligence
- Prior experience supervising direct reports
- Call Center Experience
- Associate’s degree from an accredited college or university
- Position is onsite in Concord CA, (Easy Bay)
- Candidate with health care background and experience managing union employees is desirable.
WE OFFER :
Full benefits package (medical : Kaiser or Blue Shield, dental, vision, life insurance, death benefit, member assistance program) with no premiums for employee and low premiums for dependents401(k) match and individual consulting with pension consultantDefined Benefit Pension PlanGenerous Vacation (starting at 3 weeks up to 6 weeks) and Sick TimeGenerous Holidays (11.5 paid days per year)On-site free gym in ConcordComplimentary coffee services everydayOur Concord location includes free parking, and is conveniently located in the central east bay, beside the I-680 freeway and accessible to BART. The adjacent Veranda Shopping Center (www.shopetheveranda.com) is within walking distance and has a variety of restaurants, retail, shopping, and events.At UFCW & Employers Trust we pride ourselves on a culture of recognition, kindness, and authenticity. Our purpose is to provide exceptional benefit administration to those we serve while focusing on core values like Trust, Teamwork, Empathy and Innovation. We are a team of inclusive, hardworking, emotionally intelligent, and humble individuals who deliver results. If you are looking for an excellent opportunity in a dynamic work environment, with a first-class benefits package, and opportunities to grow professionally in your HR expertise, UFCW & Employers Trust wants to hear from you! We are currently seeking a Human Resources Generalist I professional to join our winning team.
JOB SUMMARY
In collaboration with the Health and Welfare Member Services Assistant Manager, the Health and Welfare Member Services Senior Supervisor is responsible for day-to-day operations of their Member Services team Leads and Member Services Representatives.
Member Services : A Customer Service team responsible for phone and in-person member encounters, answering Health & Welfare benefits questions for active members, retirees, union representatives, and providers.The Health and Welfare Member Services Senior Supervisor will be responsible for the day-to-day operations of their team’s call center and walk-in lobby. This includes but is not limited to creating an environment and upholding a culture with our team members that supports our Mission, Vision, and Core Values, daily review of performance metrics for each area and timely communication of improvement needed with specified staff, identifying areas of business process improvement and recommending possible solutions, to include reviewing and ensuring call quality, accuracy of timecards before approving, adherence to collective bargaining provisions, and performance appraisal documentation.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Supervises call center leads, call center and front desk staff.Daily supervision of member call center staff : reporting of call center metrics, fulfillment of individual member requests, management of scripted and timely responses to email inbox and secure message submissions which include website e-mail inquiries, updating of training materials, implementation of new processes or procedures in support of business needs, and development and supervision of inbound and outbound call scripts and campaigns, as directed.Tracks and updates daily individual and department Member Services phone and processing statistics to manage quality assurance, employee performance, and work distribution.Supervises staff and provides them with performance feedback, guidance, coaching, training, motivation, performance appraisals, and progressive discipline when warranted.Holds 1 : 1 bi-weekly meetings with their staff, monthly training for their staff, monthly lead meetings, quarterly team meetings, and participates in monthly cross-functional (cross-department) lead meetings.Ensures all staff within the department support and uphold the organization’s Core Values : Trust, Integrity, Respect, Teamwork, Empathy, Commitment, Financial Prudence, and Innovation and embodies the virtues of The Ideal Team Player—Humble, Hungry, and Smart (reference book : The Ideal Team Player by Patrick Lencioni).Recommends improvements and participates in regular reviews and updates to policies, standard operating procedures, and workflows to meet department performance, quality, and member goals, and implements as directed.Enforce organization policies and procedures, Collectively Bargained Agreements, State Law, and Federal Law in managing non-exempt, collectively bargained employees.Reviews and codes timecards to ensure they are completed timely, accurately, in accordance with office policies, Collectively Bargained Agreements, State Law, and Federal Law for non-exempt collectively bargained employees.Participates in hiring, new employee orientation and training, ensures the accurate and timely writing and delivery of reviews and performance appraisals, communicates job expectations, and performs coaching.Responds to escalations from members, providers, and union representatives. Oversees follow-up processes until all inquiries / issues are resolved.Participates in drafting communications regarding changes of policy, procedure, process, or benefits that affect members or staff. This includes preparing memos, emails, presentations, and other communications and conducting training and administering quizzes as necessary or directed.Audits work completed by staff for accuracy, quality, and timely completion.Monitors the open enrollment and special enrollment reports to ensure eligibility information is accurate. Reconciles discrepancies or assigns and supervises staff to reconcile discrepancies.Participates in open enrollment planning meetings.MINIMUM JOB REQUIREMENTS
Associate’s degree in a related field and 3 years of related experience, including supervisory experience.A combination of appropriate education and experience may be substituted for the minimum education and experience requirements.PREFERRED JOB REQUIREMENTS
Experience working in a collectively bargained environment.KNOWLEDGE, SKILLS AND ABILITIES REQUIREMENTS
Excellent written and verbal communication skills necessary to develop and maintain effective and appropriate working relationships with direct reports, co-workers, and external vendors.Skill in analyzing data and creating effective action plans.Skill in assigning, prioritizing, monitoring, and reviewing work assignments.Ability to work effectively in a team environment.Ability to handle confidential information with discretion and tact.Ability to prioritize and work independently on projects with minimal supervision.Ability to detect errors, determine causes, and make corrections as appropriate.Ability to successfully resolve issues in a timely manner.Proficiency in the use of (or ability to learn) personal computer software or systems applicable to the essential functions of the job, which may include any or all of the following : email / calendar software, internet / intranet browsers, word processing, spreadsheets, database software, and various systems or software used by office.This position is subject to a pre-employment negative drug screen and satisfactory completion of a background check and reference checks.
Salary range : $90,000-$118,000
Salary : $90,000 - $118,000
