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With over 45 years of experience, CTG excels at providing exceptional career opportunities for IT professionals in higher-growth industries.

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CTG UCPath Team Lead in California, United States

UCPath Team Lead

California, United States

Healthcare IT

Jul 22, 2022Post Date

22201989Requisition #

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Come join us and grow your career with CTG! CTG has a new opportunity available with a Healthcare client! Apply with CTG for this exciting opportunity!

Project Duration:Consulting Position, 6 months

Project Location:Remote

Job Title:HR Call Center Team Lead

Description:

CTG is seeking a Team Lead to work in a call center supporting HR/Benefits/Payroll operational services in an academic environment. Experienced professional who has led teams of employees focused on responding to and resolving employees HR, Benefits, and Payroll issues. The candidate will know how to apply theory and put it into practice with an in-depth understanding of the professional field. Will oversee a team of employees who will independently performs the full range of responsibilities within the function; possesses broad job knowledge; analyzes problems/issues of diverse scope and determines solutions.

Responsibilities:

Employee oversight

• Develops tools to monitor service quality, including a complaint process and customer satisfaction

• Tracks and monitors overall quality, performance, and compliance measures.

• Ensures continuous process improvement; measures effectiveness on current processes against benchmark metrics.

• Provides expertise and support to ensure data integrity and system maintenance with respect to benefit and leave accrual management.

• Identifies potential quality risks; develops and implements preventive measures to address risks related to benefits and accrual management.

• Researches, analyzes, evaluates, and recommends optimal solutions in the development of new modules/capability; works with others to provide recommendations regarding future system enhancements; plans, analyzes, and tests software upgrades.

• Collaborates with the ongoing operation of Benefits Administration and Absence Management

• Partners with the reporting team to create a variety of employee data-related reports as needed for process improvement, system reporting, and/or state/federal agencies.

• Independently provides accurate and efficient resolutions to complex and/or escalated issues and inquiries through multiple channels (phone, email, instant messaging, customer relationship management) by following appropriate resolution/assessment methodology (investigating and research), utilizing internal and external resources and self-service tools, and determining the appropriate course of action or escalation for emerging issues.

• Responsibilities involve a review of issues and problem resolution in specific areas such as, but not limited to one of the following: payroll, academic personnel, workforce administration (WFA), leaves of absence, and benefits.

• Utilizes knowledge management tools and contributes new, revised, or updated information to maintain accuracy and consistency in knowledge in support of customers, peers, and team.

• Assesses customers level of understanding, and educates and influences customers to utilize self-service support.

• Provides support and answers to escalated customer inquiries by researching policies and procedures, recommending self-help websites, and guiding customers through steps used to arrive at solutions.

• Provides support for employees dealing with sensitive and confidential information relating to benefits, leaves of absence, payroll, and/or HR or academic personnel issues.

• Communicates effectively (written or verbal) to best match customer style, needs, and level of understanding in creating optimal customer interaction. Communication style includes accurate and grammatically correct support based on channel (phone, email, case management).

• Ensures delivery of quality service to various constituencies.

Oversee Benefits Associates who will:

• Calculates benefit premiums, and retirement contributions, and leave accrual balances for adjustments.

• Processes daily benefit processing of enrollment, updates, and changes to employee benefits and leave accruals.

• Responsible for the implementation and operation of benefits, absence management, and leave administrative practices and procedures for complying with federal and state legislation.

• Researches employee benefit, retirement, and/or leave accrual eligibility issues and performs appropriate action as needed.

• Processes employee benefits enrollments/leave accruals and corrections as requested or needed through data integrity audits.

• Runs accruals, and interfaces custom processes based on defined parameters and specifications.

• Assess operational efficiencies and opportunities for business process improvement.

• Participates in system and process fact-finding sessions with ITSS and business partners for benefits, accruals, and interfaces to address advanced questions requiring more analysis and broader perspective.

• Participates as required, in other department projects.

Oversee Workforce Administration Associates who will:

• Participates in the ongoing development, implementation, and maintenance of workforce administration (human resources) operations.

• Provides assistance to location HR with respect to transactional inquires and issues involving the workforce administration tool.

• Responds to routine questions about the workforce administration tool (PeopleSoft) and procedures related to it.

• Responsible for the accurate data entry of HR information, new hire processing, job data changes, terminations, unemployment tracking, etc.

• Monitors and approves all data changes made through the self-service portal. Processes employee data changes and corrections as requested or as needed through data integrity audits.

• Refines and documents data entry procedures and conducts regular audits to review HR data and records for accuracy and completeness.

• Monitors record keeping and data entry procedures for accuracy; updates procedures as necessary to achieve optimal operational efficiency.

• Responsible for the centralization and maintenance of official employee records as well as mandated documents maintained as required by federal and state legislation.

• Maintains HR data record standards such as job status, job codes, time entry codes, job titles, pay grades, etc.

• Provides data for auditors, and local, state, or federal agencies.

• Partners with the reporting team to create a variety of complex employee data-related reports as mandated by county office, state, and federal regulations.

• Answers escalated inquiries from internal and external clients, resolves problems, and recommends solutions.

• Responds to employee data verification requests.

• Researches employee data integrity issues like improper job classification/coding; performs appropriate action as needed.

Oversee Employee Services Associates who will:

• Provides accurate and timely resolutions to complex and/or escalated issues and inquiries through multiple channels (phone, chat, case management tool, etc.). Must apply appropriate resolution assessment methodology (investigate and research), utilize knowledge management tools, educate employees, former employees, and vendors on self-service tools, policies, and procedures and determine the appropriate course of action or escalation for emerging issues.

• Responsibilities involve assessment of issues and problem resolution in various areas such as, but not limited to: benefits, payroll, human resources, accruals, and academic personnel.

• Utilizes knowledge management tools and contributes new, revised or updated information to maintain accuracy and consistency in knowledge to support of customers, peers and internal team.

• Assesses customers level of understanding, educates and influences customers to utilize self- service support. Provides support by answering escalated customer inquiries by researching policies and procedures, recommending self-help web sites, and guiding customers through steps used to arrive at solutions.

• Provides support for employees, former employees and vendors with sensitive and confidential information relating to benefits, payroll, and/or HR issues.

• Communicates effectively (written and verbal) to best match customer style needs and level of understanding to create an optimal customer interaction.

• Communication style includes accurate and grammatically correct support based on channel (phone, email, chat and case management).

• Completes accurate and actionable case documentation in the case management tool.

• Supports the team by sharing knowledge, information, and best practices with peers and cross-functional teams.

• May participate in workgroups for review of internal processes and technology changes to ensure effective and efficient customer service, accurate knowledge, and timely resolutions.

Project management:

• Researches, analyzes and works with appropriate levels of the team to facilitate implementation of corrective action or ensure problem resolution.

• Completes accurate and actionable case documentation in the case management database.

• Supports the team by sharing knowledge, information, and best practices with peers and cross-functional teams.

• Makes recommendations for process changes to ensure effective and efficient customer service.

• Reviews processes and procedures to improve service. May lead workgroups for review of internal process and technology.

• Other duties as assigned.

Education:

Bachelors degree in Human Resources, Business Administration or related field.

Certifications:

Professional in Human Resources (PHR), Senior Professional in Human Resources (SPHR), Fundamental Payroll Certification (FPC), or Certified Payroll Professional (CPP) certification(s).

Skills Required:

• A minimum of eight (8) years of demonstrated customer service experience working in an internal HR, payroll, academic personnel, or benefits shared service or call center environment as a subject matter expert in one functional area or an equivalent combination of education and experience.

• Minimum of three (3) years working as a Team Lead or Supervisor responsible for the leadership of a team of employees performing HR / Benefits / Payroll issue resolution.

• Strong regulatory and legislative knowledge as it relates to HR (FLSA, exempt vs. non-exempt, FMLA), payroll (garnishments, wage attachments, W2, GLACIER), academic personnel, and benefits (leaves of absence, health and welfare, etc).

• Recommends solutions to current, complex issues using learning from past experiences as well as the training provided by the customer and apply that experience and training to answer team members’ questions related to calls, contacts, and project work.

• Demonstrated project management and organizational skills to maintain quality of day-to-day work while concurrently participating in workgroups/task forces, providing training, and/or working on special projects.

• Understanding of and experience applying advanced customer service principles.

• Ability to confidently, effectively and professionally respond to challenging conversations with managers and employees.

• Strong collaboration and teamwork skills. Ability to share knowledge with others to help them become more effective.

• Ability to promote and implement changes to current practices and processes.

• Excellent written, oral, and interpersonal communication skills.

• Exceptional writing skills to clearly, concisely, and logically articulate ideas, using appropriate editorial style and flawless English grammar; ability to translate technical information and concepts into easily understandable language for a diverse audience.

• Demonstrated strong analytical, problem-solving, and, organizational skills to effectively train other team members on how to research and extract pertinent data and information from multiple sources and systems in providing guidance to and/or resolving issues for callers and in support of other projects.

• Ability to serve as a lead resource to Employee Service Representatives as needed

• Ability to serve as a lead resource to Benefits Associates as needed

• Ability to serve as a lead resource to Workforce Administrative Associates as needed

• Attention to detail and thoroughness in work product.

• Ability to handle ambiguity in a fast-paced environment with multiple concurrent tasks and changing priorities.

• Ability to provide excellent service with integrity.

CTG is a leading provider of digital transformation solutions and services that accelerate clients project momentum and achievement of their desired IT and business outcomes. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. CTG has operations in North America, South America, Western Europe, and India. For more information, visit www.ctg.com.

Our culture is a direct result of the people who work at CTG, the values we hold, and the actions we take. In other words, our people are the culture. Its a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. Part of our mission is to cultivate a workplace that attracts and develops the best people, reflected by our recognition as a Great Place to Work-certified company across many of our global operations.

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity and Affirmative Action Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. Our Affirmative Action program serves to promote occupational equality and diversity through good faith efforts. CTG is fully committed to promoting employment opportunities for members of protected classes.

Additional Information

  • Education Level: Bachelor's Degree (±16 years)

  • Work Remote: No

  • Travel: No

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