Sys Supervisor HR Contact Center

Inspired by faith. Driven by innovation. Powered by humankindness. CommonSpirit Health is building a healthier future for all through its integrated health services. As one of the nation’s largest nonprofit Catholic healthcare organizations, CommonSpirit Health delivers more than 20 million patient encounters annually through more than 2,300 clinics, care sites and 137 hospital-based locations, in addition to its home-based services and virtual care offerings. CommonSpirit has more than 157,000 employees, 45,000 nurses and 25,000 physicians and advanced practice providers across 24 states and contributes more than $4.2 billion annually in charity care, community benefits and unreimbursed government programs. Together with our patients, physicians, partners, and communities, we are creating a more just, equitable, and innovative healthcare delivery system.

*This is a remote opportunity

The position is responsible for the overall day to day supervision for a team of HR PR Support Center Representatives within the HR PR Shared Services Center. Accountable for increasing the customer experience and satisfaction, first call resolution rate, accuracy rate and other support center measures by efficiently delivering quality services.  Work with management, quality and training to ensure teams are providing sincere, proactive assistance, support, and accurate guidance to callers. Must possess schedule flexibility and be able to work various shifts 8am-8pm EST.

• Develops, motivates, evaluates and coaches the team on work processes and procedures, proper call handling and teamwork to deliver excellent customer service in a remote environment  
• Is visible and available to staff to answer questions, monitor calls and give ongoing/continuous feedback.
• Takes escalated customer calls. Answers questions and recommends corrective services to address customer complaints.
• Ensure accuracy and efficient use of support center tools and systems and adherence to all processes and procedures.
• Maximize information flow and productivity within assigned teams.
• Responsible for ensuring team and individual KPIs are met and/or exceeded (i.e., customer satisfaction, quality, etc.) as well as operational SLAs are consistently monitored and achieved.
• Improve customer satisfaction and response time to customer phone, live-chat and online requests.
• Provide staff with guidance and day-to-day oversight of customer inquiries. Monitor internal priority level tracking system to monitor, respond, and learn from customer comments/issues.
• Responsible for building a cohesive team that works well together, as well as ongoing employee engagement.
• Assesses individual and team performance on a regular basis and provides candid and timely feedback regarding developmental and training needs. Removes barriers to job performance.
• Assists with scheduling, as well as responsible for monitoring attendance records using the timekeeping system. Reviews attendance daily and edits as necessary to ensure an accurate payroll is processed.
• Assists with proactive review of call and case data to identify trends and issues and work collaboratively to bring resolution and process improvements.
• Identifies ways to improve processes and drive down call and case volume.
• Oversee the daily process of leave administration and the employee’s initial claim filing notice 

The job summary and responsibilities listed above are designed to indicate the general nature of the work performed within this job. They are not designed to contain or be interpreted as a comprehensive inventory of all job responsibilities required of employees assigned to this job. Employees may be required to perform other duties as assigned.

Bachelor’s Degree and minimum of 1 year experience in the discipline  OR 3 years’ experience in the discipline OR Master’s Degree and no experience

3-5 years supervisory experience in centralized and multi-state HR and payroll environment

• Strong problem analysis and resolution
• Strong Customer Orientation
• Excellent organizational skills and attention to detail.
• One year experience with disability/leave of absence claims preferred.
• Ability to manage confidential and sensitive employee information and adhere to strict data privacy standards and knowledge of HIPPA
• Comfortable working in a high-energy, quickly changing and demanding environment
• Excellent verbal and written communication skills.