Leave of Absence Call Center Representative in Lincoln, RI at APEX Systems

Date Posted: 6/26/2018

Job Snapshot

  • Employee Type:
  • Location:
    Lincoln, RI
  • Job Type:
  • Experience:
    Up to 2 year(s)
  • Date Posted:

Job Description

Job #:  861440

Apex Systems is currently seeking local candidates for a Leave of Absence Call Center opportunity located in Lincoln, RI.    We are offering competitive pay and benefits to qualified applicants. If you are interested in applying for this opportunity please send an updated resume to apandrews@apexsystems.com   This position requires the timely and efficient response to employee inquiries concerning leave of absence administration. Responsible for using myLeave as well as the HR systems and predefined business processes to process leaves in accordance with the Family and Medical Leave Act (FMLA), state and company leave policies

  Duties: Meet leave of absence call center service levels: First Call Resolution - 85% Service Level - 85% Average Handle Time - 5 Minutes 20 Seconds Average After Call Work - 25 Seconds Quality Assurance 85% Schedule Adherence 94% Respond to leave of absence inquiries while adhering to service levels and providing a Center of Excellence. Document inquiries, requests and escalate Tier 2 inquiries using a call center case management tool. Utilize the myLeave Absence Management platform to initiate and respond to leave of absence requests. Monitor and complete daily myLeave Task List using predefined business processes to complete tasks and to do lists timely, accurately and within compliance based on federal and state regulations. Timely and accurate FMLA, State and Company leave administration in accordance with all applicable federal, state and company leave policies. Communicating to employees, HR team members as well as managers/supervisors and other key stakeholders either verbally and/or in writing. Timely and accurate preparation of the applicable letters and communications including enclosures to maintain compliance. Researching questions related to leave administration. Contacting employee and/or supervisor with resolution within service level agreement. Timely case resolution (research and call back) for calls escalated to Tier 2. Process return from leave (RFL) change forms timely and accurately to ensure employees status is updated and payroll is processed

  Experience: This position requires 1-2 years of call center experience. Highly developed ability to communicate clearly, accurately and professionally, both verbally and in writing. Excellent communication skills, including a strong command of the English language and the ability to clearly articulate leave of absence details over the telephone. Ability to function in a high volume, production oriented, time sensitive environment. Ability to work with a high degree of accuracy and attention to detail. Demonstrated ability to multi-task while consistently meeting deadlines. Excellent written, verbal and listening skills to reflect a friendly, positive disposition.

Hours are 10:00 a.m. to 6:30 p.m. Monday through Friday.