Call Center Representative(s) – Shared Services

Overview

Shared Services | Franciscan Alliance

 

Address   Franciscan Call Center
     2434 Interstate Plaza Drive
     Hammond, IN 46324

Calendar    Full-Time

Hours   Days
ROLE DESCRIPTION & PURPOSE

At Franciscan our Call Center Representatives are the first point-of-contact for employee and other inquiries into the Call Center. This role utilizes the case management system to manage and resolve employee inquiries and escalate based on case complexity or transaction requirements. The Representative provides an excellent employee experience by driving to meet and exceed service-level agreements (SLAs) including, but not limited to, the quality and accuracy of solution, call duration, and first call resolution.

THE PAYGRADE FOR THIS POSITION IS: 108C

PRINCIPLE DUTIES
  • Multiple positions available
  • Serve as initial coworker support (Help Desk) for HR/Finance/Supply Chain transaction related items
  • First call resolution using FAQ’s and related support materials
  • Listen, understand, and accurately respond to and resolve inquiries utilizing the standardized Call Center intake procedure, policy, knowledge management system, and reference materials
  • Provide direction and guidance to employees regarding location of applicable documentation on the employee portal and network websites
  • Communicate various objectives, policies, procedures, and government regulations including proper utilization of the Call Center
  • Understand and support the Call Center’s established SLAs
  • Manage the escalation of inquiries to the appropriate points-of-contact based on case complexity and transaction requirements using the case management system and call transfer protocols
  • Utilize case management system to collect and document necessary information for inquiries from intake to resolution, and manage employee records
  • Suggest methods to update, simplify, and enhance processes and procedures
  • Provide guidance to employees and managers on self-service transactions
  • Ensure processes for protecting personally identifiable information (PII) are strictly followed
  • Identify updates to existing knowledge and content housed in the knowledge management system
QUALIFICATIONS & EXPERIENCE
  • High school education or equivalent
  • 1 -2 years of experience as a call center representative or in a call center environment
  • Knowledge of call center operations preferred
SKILLS & COMPETENCIES
  • Ability to manage and prioritize a large volume of employee inquiries
  • Ability to identify and document call inquiry trends to be leveraged for performance improvement
  • Strong attention to detail and accuracy while managing multiple tasks
  • Excellent problem solving skills and ability to draw conclusions from ambiguous information
  • Ability to synthesize information from multiple sources in order to identify solutions to employee inquiries
  • Ability to listen and question effectively and communicate with all levels
  • Ability to collaborate effectively
  • Help Desk Support
  • Tier 1 Issue Resolution
  • Requisite Language Skills
THOSE THAT THIS ROLE IS PRIVILEGED TO SERVE
  • Manager Call Center
  • SVP Shared Services
  • All Franciscan Coworkers
  • Applicants
  • Vendors

 

 

EQUAL OPPORTUNITY EMPLOYER

It is the policy of Franciscan Alliance to provide equal employment to its employees and qualified applicants for employment as otherwise required by an applicable local, state or Federal law.

Franciscan Alliance reserves a Right of Conscience objection in the event local, state or Federal ordinances that violate its values and the free exercise of its religious rights.

Franciscan Alliance is committed to equal employment opportunity.

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