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

Date Posted: 3/6/2018

Job Snapshot

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

Job Description

Job #:  828027

Leave of Absence Call Center Rep - Lincoln, 02865 

10:00 a.m. to 6:30 p.m. Monday through Friday     Position Summary: Accountable for the delivery of outstanding Customer Service through a strong commitment to customer needs with a demonstrated commitment to adhering to service levels, first call resolution and overall customer satisfaction. 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: Company leave administration in accordance with all applicable federal, state and company leave policies. Communicating to employees, HR team members as wMeet 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, Staell 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.   **If interested, please send an updated resume to mdevereux@apexsystems.com 










EEO Employer

Apex is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at employeeservices@apexsystemsinc.com or 844-463-6178.