Coordinator - Hr Call Center

Description

Expected Starting Salary Range: 22.79 - 27.77

The Employee Service Center (HR4U Call Center and HR Front Desk), part of HR Operations, provides front-line support to the employees of Cincinnati Children's. This hybrid position has a rotation of 2 weeks remote (HR4U Call Center) and 1 week onsite (HR Front Desk). The hours for this position are Monday through Friday from 9:00am to 6:00pm, with the possibility of Saturday hours once a month. The HR4U Call Center provides customer service support to employees on multiple platforms including phone, email, and chat. As the initial point of contact for Human Resources, this position provides accurate and timely information about benefits, compensation, and organization-wide programs while escalating unique situations to subject matter experts. The HR Front Desk welcomes employees, guests, and visitors to the Human Resources office. This position also provides onboarding support for new hires including Employment Eligibility Verification (Form I-9), background checks, and employee I.D. badges.

At Cincinnati Children's, we believe in nurturing employees' lives as well as their careers. Our benefits help you manage your health (physical, emotional, and family health and wellbeing support), provide you paid time off (vacation, holidays, parental leave), help you further your education (undergraduate and graduate tuition reimbursement), and prepare for retirement (employer-funded pension, and employee-funded 403(b) savings plans).

SUBFUNCTION DEFINITION: Support and service delivery for the broad range of HR Services, often referred to as 'HR Operations', such as Reporting, Data Management, Employee Life Cycle Management and support for the variety of employment related questions and manager administrative functions.

SCOPE: Provides support and assistance to team members; managers and employees for Human Resource programs.

REPRESENTATIVE RESPONSIBILITIES

• Department Support Coordinates and schedules meetings, interviews, conference calls, and other appointments. May coordinate and maintain department calendars. Coordinates travel arrangements and reimbursement expense reporting. Places orders for supplies as needed and assists with budget, accounts payable, and account receivable.

• Customer Service Serve as a primary point of contact and provide assistance, information and support to HR colleagues, client groups, managers and employees. Research and participate in the resolution of employee questions and issues. Disseminate information. Anticipate needs and facilitate solutions to issues in collaboration with other HR staff.

• Program Support Support department programs, processes and initiatives through effective planning, documentation and implementation of required tasks. Set priorities for tasks based on importance and urgency. Coordinate meetings and events. Develops reports and updates, create/maintain project files. Writes and edits content for manager and employee communication, intranet site, systems and other communication materials.

• Data and Systems Participate in the development, testing and implementation of HR systems including system changes and upgrades. Maintain, input and ensure integrity of data records related to the HR systems. . Serve as a resource to HR and Client Groups regarding HR systems and information; participate in training staff and extracting reports and data. Audit information as necessary to ensure accuracy of information.

• Performance Improvement Identifies and communicates workflow suggestions/concerns and provides input toward resolution to maximize efficiency.

Qualifications

EDUCATION/EXPERIENCE

Required:

• 3 - 5 years of work experience in a related job discipline
• High school diploma or equivalent

Preferred:

• 1 - 2 years of onboarding work experience
• 1 - 2 years of call center work experience with multiple platforms (call, email, and/or chat)
• 2 - 3 years of Human Resources work experience

Unique Skills:

• Demonstrating concern for customer needs and issues; patiently tolerating rudeness and anger and responding with tact and empathy; showing persistent enthusiasm during customer interactions.
• Knowledge of regulations, procedures, and best practices in the field. Proficient ability to interpret and communicate CCHMC policies and procedures.
• Applying knowledge of policies and procedures and using critical thinking for resolution of an issue. Appropriately escalating incidents for resolution of complex issues and documenting within the incident management system.

Cincinnati Children's is proud to be an Equal Opportunity Employer that values and treasures Diversity, Equity, and Inclusion. We are committed to creating an environment of dignity and respect for all our employees, patients, and families (EEO/AA).