Hr Call Center Representative (7595U), Shared Services Human Resource - 53641

HR Call Center Representative (7595U), Shared Services Human Resource - 53641 About Berkeley
At the University of California, Berkeley, we are committed to creating a community that fosters equity of experience and opportunity, and ensures that students, faculty, and staff of all backgrounds feel safe, welcome and included. Our culture of openness, freedom and belonging make it a special place for students, faculty and staff.
The University of California, Berkeley, is one of the world's leading institutions of higher education, distinguished by its combination of internationally recognized academic and research excellence; the transformative opportunity it provides to a large and diverse student body; its public mission and commitment to equity and social justice; and its roots in the California experience, animated by such values as innovation, questioning the status quo, and respect for the environment and nature. Since its founding in 1868, Berkeley has fueled a perpetual renaissance, generating unparalleled intellectual, economic and social value in California, the United States and the world.
We are looking for equity-minded applicants who represent the full diversity of California and who demonstrate a sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds present in our community. When you join the team at Berkeley, you can expect to be part of an inclusive, innovative and equity-focused community that approaches higher education as a matter of social justice that requires broad collaboration among faculty, staff, students and community partners. In deciding whether to apply for a position at Berkeley, you are strongly encouraged to consider whether your values align with our Guiding Values and Principles , our Principles of Community , and our Strategic Plan .
At UC Berkeley, we believe that learning is a fundamental part of working, and our goal is for everyone on the Berkeley campus to feel supported and equipped to realize their full potential. We actively support this by providing all of our staff employees with at least 80 hours (10 days) of paid time per year to engage in professional development activities. To find out more about how you can grow your career at UC Berkeley, visit grow.berkeley.edu .
Departmental Overview
People and Culture Central Services provides support for HR Operations, HR Call Center Support, Systems Business Analysis, and HR Records Management.
Application Review Date
The First Review Date for this job is: June 13, 2023
Responsibilities
Provides guidance to employees, supervisors, and managers by answering general HR questions and directing people to resources to answer questions regarding benefits communications, payroll, training, employment verification, Applicant and Talent Acquisition topics, academic personnel, leaves, and other HR-related topics. Responds to employee, supervisor, and manager inquiries with heightened customer service expectations. Manages multiple contact channels (self-service, phone, email, case management, live chat) and provides website navigation and orientation to UCB Faculty and employees. Provides guidance and analysis for HR issues that are intermediate in scope involving employee leaves and benefits. Directs specific benefits/leaves questions to the UCB Benefits/Leaves teams and helps employees navigate between the UCB Benefits/Leaves office and the UCPath team. Resolves customer complaints that are moderate to complex in nature by providing options for the best solutions available in a timely manner. Applies professional HR concepts when providing support or directing employees, supervisors, managers, and others to resources for additional support concerning work-related issues of low to moderate scope and complexity. Under general supervision provides support to client groups across campus according to established human resources policies and procedures. Manages sensitive and confidential information and effectively and collaboratively interacts with client groups. Consults with Generalists and managers when working on non-routine issues of complex or sensitive nature. Maintains call center metrics for inclusion in operational reporting. Other duties as assigned.
Required Qualifications
Ability to provide excellent customer service in a high volume, fast-paced HR call center environment. Knowledge of organizational policies and procedures and knowledge of the HR functional area. Knowledge of applicable Federal and State laws and regulations. Knowledge of basic relevant union/labor contracts. Basic knowledge of human resources policies and programs, and how they affect other organizational policies and procedures. Demonstrated organizational skills and problem-solving. Knowledge of a human resources management system (HRMS), and/or other related business software programs and systems. Knowledge and experience with call center telephone systems including Agent applications. Proficient in communicating clearly and effectively verbally and in writing and in integrating information in the completion of assignments. Demonstrated ability to handle difficult or volatile situations and/or individuals effectively. Needs to possess a high degree of political awareness and acumen Must possess the ability to work rapidly and accurately with the pressure of competing deadlines and frequent interruptions in a fast-paced, constantly changing environment. Must be able to lift 15-20 pounds.
Education/Training:
Bachelor's degree in related area and/or equivalent experience/training.
Preferred Qualifications
Licenses/Certifications:
PHR Certification or other HR Professional Certification.
Salary & Benefits
For information on the comprehensive benefits package offered by the University, please visit the University of California's Compensation & Benefits website.
Under California law, the University of California, Berkeley is required to provide a reasonable estimate of the compensation range for this role and should not offer a salary outside of the range posted in this job announcement. This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, analysis of internal equity, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience.
The budgeted salary or hourly range that the University reasonably expects to pay for this position is $30.00 - $35.00.
This is a 12-month, 100% full-time (40 hours per week), contract position that is eligible for full UC benefits with the possibility of extension. This position is non-exempt and bi-weekly. This is a hybrid position, eligible for 75% remote capability.