Team Lead, HR Generalists

1 week ago

East Berlin, United States Eversource Energy Full time
Provides outstanding service to HR customers including active employees, HR colleagues and retirees for HR-related inquiries. Processes HR transactions with quality, timeliness and efficiency; troubleshoots and problem solves while encouraging self-service. Serves as the face of HR for all customers.

Essential Functions:


Responsible for resolving employee and HR customer telephone and/or electronic inquiries and service requests for the HR COE (Center of Expertise) areas including but not limited to: Benefits, Staffing, Compensation, HRIS, Leave Administration, and Employee & Labor RelationsEducates employee and HR customers on company practices/policies and tools to encourage them to resolve questions on their own.

Daily phone work using call management system.
Supports managers, employees, and HR staff in the execution and consistent application of core HR processes and activities; provides solutions; coaches and counselsOwns HR case management process including opening cases (tickets), managing customer expectations, managing escalations, and closing cases; develops solutions by collecting and analyzing informationProvides accurate, consistent and timely responses to HR process, system and policy requestsRefers complex cases requiring interpretation to the appropriate HR Specialist or if necessary, the Center of Expertise (COE) or HR Business PartnerUtilizes HR knowledgebase and tools required to support operational needsAssists with updating the HR knowledgebase and related desktop procedures as needed and makes recommendations for HR Portal contentMaintains customer contact until the inquiry is resolved, including informing customer of status and resolutionAchieves or exceeds service-level agreements to ensure a high quality of service delivery (accuracy of responses, timeliness, professionalism)

Makes recommendations for improved/streamlined procedures, seeking to improve efficiencyContributes to the maintenance of employee records and files, ensuring compliance with all legal requirements as well as satisfying related inquiries from employees and HR customersEnhances department and organization reputation by accepting ownership for resolving new and different requests, and exploring opportunities to add valueActs as an informal resource for colleagues with less experiencePerforms various tasks as assignedTechnical Knowledge/Skill/Education/Licenses/Certifications:
Technical Knowledge/Skill:Knowledge of HR basics. Adept at technology. Superior customer service skills. Excellent communication skills. Strong attention to detail, organized, analytic ability, problem solving, troubleshooting and follow-up skills. Ability to successfully handle multiple tasks and changing priorities.

Education:
Requires a High School Diploma. Bachelors Degree and HR certification preferred.

Experience :
Minimum of five (5) years of HR experience.
Demonstrated skill in providing superior service to customers including but not limited to HR colleagues, active employees, retirees, etc.

Demonstrated skill in developing solutions, teamwork and embracing technologyLicenses & Certifications:

HR certification preferredWorking Conditions:
Must be available to work emergency restoration assignment as required.
Must be available to travel between MA/CT/NH as necessary.
Work is performed primarily in an office environment which requires standing, sitting, walking, climbing stairs, writing, typing and communicating.

Mental Aspects :


This role works in an environment that often requires the performance of multiple simultaneous activities where deadlines need to be met and work is performed sometimes under pressure while involving business commitments and results.

Must be able to work independently and collaboratively within the organization and be able to recognize and work with sensitive and confidential informationWorker Type:
RegularNumber of Openings:1EEO StatementEversource Energy is an Equal Opportunity and Affirmative Action Employer.

All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.


VEVRRA Federal ContractorEmergency Response:
Responding to emergency situations to meet customers needs is part of every employees role. If employed, you will be given an Emergency Restoration assignment.

This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location.

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