Hr Specialist (Lead) Jobs

Your Role
The HR Connect team is the intake team for all employee-related questions as it relates to HR programs, benefits, and other inquires. The HR Connect, Specialist (Lead) will report to the HR Connect, Manager. In this role, you will be handling escalations from HR Connect team members, training and developing the team, and providing guidance as necessary, while ensuring the response rate remains aligned with creating a positive employee experience.
Your Work
In this role, you will:

• Handle escalations from intermediate and advanced specialists as well as manage all incoming HR cases/calls requiring significant HR Generalist knowledge and understanding of a wide variety of HR processes, policies, and technical procedures, such as questions about benefits, compensation, wellness programs, safety, security, and leave of absence
• Participate in developing processes involving HR: Connect, creating desk-level procedures, and training the team on execution
• Provide feedback to the HR: Connect Manager on roadblocks and other lessons learned to assist in continuous improvement
• Support daily/weekly operational HR processes and audits such as New Hire processing within the HRIS system, Tuition Reimbursement process, return from leaves merit increases
• Create schedules for contact center associates, monitor adherence, coach to differences
• Provide guidance, training, and support to the advanced and intermediate specialists, which requires an extensive knowledge base to articulate and walk through case resolutions; this may include coaching for improvement, providing the supervisor with suggested actions
• Keep training materials up to date; review cases for quality and consistency; provide coaching and feedback to other team members keeping Supervisor in the loop for possible development plans
• Respond to SMP tickets, manage calls, and complete transactions as necessary
• Monitor metrics and completion of tasks by team members

Qualifications
Your Knowledge and Experience

• Requires at least 7 years of prior relevant experience
• Prior customer service experience is required
• Overall understanding and experience of the HR function

Pay Range:
The pay range for this role is $ 25.12 to $ 35.16 for California.
Note:
Please note that this range represents the pay range for this and many other positions at Blue Shield that fall into this pay grade. Blue Shield salaries are based on various factors, including the candidate's experience, location (California, Bay Area, or outside California), and current employee salaries for similar roles.
About Us
At Blue Shield of California we are parents, leader, students, visionaries, heroes, and providers. Everyday we come together striving to fulfill our mission, to ensure all Californians have access to high-quality health care at a sustainably affordable price. For more than 80 years, Blue Shield of California has been dedicated to transforming health care by making it more accessible, cost-effective, and customer-centric. We are a not-for-profit, independent member of the Blue Cross Blue Shield Association with 6,800 employees, more than $20 billion in annual revenue and 4.3 million members. The company has contributed more than $500 million to Blue Shield of California Foundation since 2002 to have a positive impact on California communities. Blue Shield of California is headquartered in Oakland, California with 18 additional locations including Sacramento, Los Angeles, and San Diego. We're excited to share Blue Shield of California has received awards and recognition for LGBT diversity, quality improvement, most influential women in corporate America, Bay Area's top companies in volunteering & giving, and one of the world's most ethical companies. Here at Blue Shield of California, we're striving to make a positive change across our industry and the communities we live in , Join us!