Position Summary:
The Intake/First Call Resolution Triage Consultant (Advice and Counsel Senior Consultant) is an exciting opportunity to work with a range of activities related to employee relations issues including, but not limited to, providing advice, counsel and support for company to employees and managers regarding employee performance, attendance and behavioral issues, interpretation and application of company policies, procedures and guidelines as well as monitoring and overseeing adherence to HR, State, Federal and Corporate Compliance rules, regulations and policies
Key Responsibilities:
- Identifies issues in real time. For issues that require additional research or investigation, opens and documents file with relevant call/case components and consultation provided during intake/initial attempt at FCR; assigns matter to the accurate team for resolution, including assignment of case categorization and priority
- Assess inquiries received through alternative channels (i.e., not through the phone. such as Ethics Line reporting), resolve, or direct to accurate team for further research (typically 20% of the time) including assignment of case categorization and priority
- Resolves manager/employee issue/inquiry on demand (i.e., at first contact) whenever possible
- Provides insights and support for reporting and metrics associated with employee relations claims and overall department workload/performance
- Provides input for process improvement in team efficiency and process, improving the overall customer experience, including identifying educational opportune
Required Education & Experience:
- 3+ years of Employee Relations or Human Resources experience
- High School Diploma/GED required
- Verifiable Bachelor’s Degree preferred (can substitute additional experience in lieu of college degree)