Administrative support v - manager services specialist

Job summary

Alberta Health Services is seeking a highly organized and customer service driven individual for the role of Manager Service Specialist within our Human Resources Contact Centre (HRCC) team. The Administrative Support V - Manager Service Specialist will provide educated and informed recommendations to operational leaders and Human Resources Business Partnerships (HRBP) inquiries. The individual will be fluent in organization policies and procedures, collective agreements and best practices to ensure that the most informed solutions are provided. You must have the ability to build and foster s…

Job details

Alberta Health Services is seeking a highly organized and customer service driven individual for the role of Manager Service Specialist within our Human Resources Contact Centre (HRCC) team. The Administrative Support V - Manager Service Specialist will provide educated and informed recommendations to operational leaders and Human Resources Business Partnerships (HRBP) inquiries. The individual will be fluent in organization policies and procedures, collective agreements and best practices to ensure that the most informed solutions are provided. You must have the ability to build and foster strong working relationships with various stakeholders across the organization to ensure issues are addressed in a timely manner. The incumbent will be a subject matter expert (SME) with in-depth knowledge of all HRSS functional areas (such as HR admin, payroll and e-People) and the ability to work independently and seek guidance when necessary. To be successful, you must demonstrate the ability to resolve conflicts and de-escalate complex and stressful situations but still have the ability and knowledge to escalate issues appropriately. Exceptional verbal and written communication skills are required. The successful candidate must be fluent in understanding metrics, analyzing reports, monitoring deliverables, and ensuring regular report updates are provided to leadership. This role requires working well under pressure in a high-volume contact centre environment. A flexible schedule is required for this role. As an Administrative Support V, you will require advanced administrative or specialized skills and knowledge to support complex procedures, practices and initiatives within a department or program. Completion of post-secondary education (e.g. certificate in office or business administration). Post-secondary education completed in Business Administration, Human Resources or completion of a HR Certificate will also be considered. Fluent in written and spoken English. Demonstrated superior customer service skills; both oral and written. 4+ years of extensive client service experience. Problem solving and conflict resolution skills are required to de-escalate situations in real time. 2+ years' experience in Shared Services, Human Resources Administration, Payroll or Benefits. Previous experience in a fast-paced, high case volume environment. Must be an intermediate user and above in Microsoft Office package, particularly Microsoft Word, Excel and Outlook. Demonstrated experience presenting to internal and external stakeholders. Previous experience providing coaching and training to internal and external stakeholders. Must be quick to learn and navigate new computer applications. Knowledge of or previous experience in a unionized environment. Typing at least 50 words per minute as you will be required to create a case via the Customer Service Management tool while a client is speaking over the phone. Experience using e-People in HR Admin, Benefits, Pension, Payroll or LOA is an asset. Experience in Recruitment or RMS is an asset. Previous experience in a contact centre setting, receiving inbound calls is an asset.

Listed skills

• Customer service · Preferred
• Organization · Preferred
• Microsoft · Preferred
• Administrative Support · Preferred
• Organized · Preferred
• Health · Preferred
• Client · Preferred
• Payroll · Preferred
• Coaching · Preferred
• Microsoft Word · Preferred
• Administrative · Preferred
• Customer · Preferred

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