Human Resources Service Center Analyst - 5-Month Contract (60896)

HUMAN RESOURCES SERVICE CENTER ANALYST

CONTRACT: 5 months (W2)

LOCATION: Alameda, CA 94502

JOB NUMBER: 60896

CLIENT: One of the country's largest health care and health plan provider

PAY RATE: $16/hr

INTERVIEWS: May 19. 20, 21 - 9am - 4pm - 1st round is panel, 2nd round is 1 on 1

START DATE: June 22

ATTENDANCE IS KEY - NO VACATION WILL BE GRANTED DURING THIS PERIOD OF WORK

POSITION SUMMARY:

- Handles a high volume of inbound calls related to employee benefits enrollment, eligibility, general HR
- Research and application of critical thinking in an effort to provide first call resolution pertaining to HR and benefits policies and procedures
- Will be servicing company employees making decisions about benefits - making changes to benefit plans and documenting them
- Employees are expecting to call experts, so active listening is key
- One resources will be available to obtain information to answer questions

DUTIES:

- Respond to moderate-to-complex benefit inquiries while providing excellent customer service
- Exert cogent written and verbal communication
- Meet or exceed call quality and call performance metrics
- Seek to provide first call resolution by conducting essential research and analysis
- Review employee data utilizing Windows-based HRIS systems and other web-based tools to respond to employee inquiries and concisely document results
- Maintain knowledge of company practices, policies, and procedures

REQUIRED QUALIFICATIONS:

- High school diploma or equivalent
- Advanced reading skills and basic math skills
- Excellent written and oral communication skills
- Proficiency in Lotus Notes or MS Outlook, Microsoft Word, Excel and PowerPoint
- Ability to navigate through various systems to locate information needed to respond to inquiries
- Type at least 45 wpm
- Must be able to speak, think, type at the same time
- Must be able to work in a Labor/Management Partnership environment
- Punctuality
- Flexibility in work schedule

PREFERRED QUALIFICATIONS

- General knowledge in one or more of the following areas - payroll, health and welfare benefits, worker's compensation, leaves of absences and/or general HR
- 1-2 years call center highly preferred or customer service experience
- Experience with PeopleSoft systems
- Handle repetitive calls

QUALIFIED CANDIDATES WILL BE EMAILED A LINK TO ONLINE TESTS:

- TYPING - MINIMUM OF 45 WPM REQUIRED
- HRSC ANALYST SIMULATION ASSESSMENT