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Team Lead, ESC

4 months ago

Woodbridge, Virginia, United States ExtensisHR Full time

Who We Are:

ExtensisHR, one of the largest Professional Employer Organizations (PEOs) in the U.S. with client employees in all fifty states, is looking for talented people to join our team. If you want to contribute your talents, make a bigger impact, and be part of the growing PEO & HRO industry, we are interested in talking to you. Our renowned industry leadership in customer service starts with our people. You can contribute to delivering on our brand promise of helping organizations succeed through our people-first approach in solving customer's ever-evolving HR needs. Our HR offerings include personalized services for HR, employee benefits, payroll and taxes, employer risk, compliance, and employee management. Today, we manage over $3 billion in employment-related costs annually-and we are growing every day.

For more information about the company visit

Who You Are:

The Team lead for the Employee Solutions Center serves as the first point of escalation for external clients and employees as well as the ESC team.

The Employee Solution Center is a high energy, enthusiastic, team that handles annual projects such as a Benefit Open Enrollment and Renewal by creating a collaborative team environment that is not only effective but extremely fun. Themed team events celebrated individual and team success, as well as consistent communication creates an environment that is a huge part of why ExtensisHR has been named one of the Top Places to Work in New Jersey each of the last 2 years.

What You'll Do:

  • Monitor email and call volume to ensure adequate coverage.
  • Provide weekly summaries on team activity to Manager.
  • Carry out special projects as assigned by Manager and oversee projects that entail partnering with Senior HRAs and HRAs to work through updates, resources, and other materials.
  • Serve as first point of escalation for external clients/employees, as well as the ESC team.
  • Partner with management to develop action plans for performance improvement.
  • Concierge solutions from other departments when said department does not have a client facing role.
  • Escalate matters to internal departments as needed, including but not limited to matters of employee relations, employee complaints, and termination guidance.
  • Work closely with Manager/Senior HRAs to ensure all training material and processes are current.
  • Quality Assurance - Audit and review recorded calls/emails/cases to identify opportunities for coaching.
  • Oversee daily schedules assuring enough coverage.
  • Assess and document HRA performance for report out to management.
  • Partner with Senior HRAs for New Hire Training, including in-classroom style training, reviews (creating, updating, distributing, grading, reviewing), and progress reports.
  • Conducting Milestone program training for HRAs.
  • Provide Weekly Metrics to the HRAs to identify room for improvement.
  • Run weekly and monthly report metrics for Manager and Senior Leadership team.
  • Conduct reach outs to NPS survey responses that are less than favorable.
  • Utilize 15Five to review weekly check-ins and advise management of concerns.
  • Carry out ongoing training - providing any training the team requests, providing information on new vendors, updating team on process updates, attending trainings that not all HRA's can go to and bringing information back to the team in smaller groups.
  • Conduct training for HRAs transitioning to a Senior HRA role.
  • Lead How-To Guide management - complete updates and monthly audits.
  • Oversee tasks for Senior HRAs - monitor the assignment of Senior HRA's to New Client, assigning CBES and Adoption Agreement, assigning Benefit Presentations, assigning Intake Forms/Roadmaps.
  • Leading ESC's involvement in Renewal tasks.
  • Participate in new hire process - conduct interviews and asses candidates.
  • Monitor team's participation in projects and provide Manager with monthly metrics.
  • Hold biweekly 1:1s with direct reports for performance review, goal setting, etc.

What You Bring:

Education

  • BA or BS degree preferred.
  • Formal study in business, human resources or employment law highly desirable.

Work Experience

  • Experience in HR or Benefits preferred.
  • Experience in fast paced customer service environment required.

Competencies

  • Familiarity with employment laws including but not limited to: ADA, COBRA, EEO, FLSA, and FMLA.
  • Excellent communicator in writing and verbally in formal and informal business settings.
  • Effective in customer handling skills.
  • Client service and problem solving orientation.
  • Team player, results-focused, strong work ethic.
  • High ethical standards.

Responsibilities and requirements are subject to change based on business needs.

What We Offer:

At ExtensisHR, we recognize there are many factors that influence your overall satisfaction both at work, and in your personal life. Under our You, Supported program, we provide a perfect mixture of compensation, benefits, company culture, and resources to our employees that help you reach a happier, more balanced life. Some of these offerings include:

  • Competitive compensation to reward you for your hard work every day.
  • Progressive Paid-Time Off Program for you to enjoy time out of the office, including time off for volunteering and life events.
  • Group Medical, Dental, Vision and Life insurance to encourage a healthy lifestyle available from day one.
  • Student Loan Assistance Program where ExtensisHR contributes toward your student loans.
  • Pretax Spending Accounts to ease taxes on health and dependent care expenses.
  • Extensive professional development programs to help you get to where you want to go in your career.
  • Discounts in retail and entertainment.
  • A social and community outreach committee that promotes a fun inclusive culture through in-office events and networking opportunities.
  • Complimentary coffee andsnacks to keep you fueled and productive throughout the day.

ExtensisHR is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.