Eec/Hr Representative Lead

Who We Are Founded in 1965, UC Irvine is a member of the prestigious Association of American Universities and is ranked among the nation's top 10 public universities by U.S. News & World Report. The campus has produced five Nobel laureates and is known for its academic achievement, premier research, innovation and anteater mascot. Led by Chancellor Howard Gillman, UC Irvine has more than 36,000 students and offers 224 degree programs. It's located in one of the world's safest and most economically vibrant communities and is Orange County's second-largest employer, contributing $7 billion annually to the local economy and $8 billion statewide. To learn more about UC Irvine, visit www.uci.edu. People Services is a trusted partner in providing administrative support functions that allow the UCI community to focus on their core functions to accomplish the UCI mission of teaching, research, public service, and patient care. Members of People Services work in close collaboration with all three business units to meet their client's needs and expectations. People Services is directly accountable to the Vice Chancellor & Chief Human Resources Officer, but also has a duty to meet the service expectations of the executive director for each local HR unit. The objective of the department is to position ourselves to cultivate a strong, collaborative relationship with HR and its clients, identify opportunities for enhancing organizational effectiveness, and serve as a technical point-of-contact for assigned functional area. The Employee Experience Center (EEC) offers UCI employees across the enterprise a centralized point to access the most commonly used applications, employee self-service, hundreds of knowledge-based articles, and a dedicated team to answer all HR, payroll and benefits related inquiries and issues. Your Role on the Team The EEC team lead will serve as a critical resource for the EEC team and support for the EEC Manager. Incumbent will work closely with the EEC Manager, while serving as the go-to for unique complex issues as well as taking on new programs/projects and working with the team and/or outside units to roll out. This role will be responsible for data reporting, enhancing services, documenting processes and training of new staff as well as continuous training for existing staff. The EEC lead will assist the team with escalation of calls from clients when the EEC manager is not available. This role will continue to handle a caseload, assist with phone calls as well as assign cases to the team. The role will help facilitate team huddles, meetings, training as well as work closely with our UCI, UCPath, UCOP and vendor partners. First point of contact responsible for client support in the HR/Employee Experience Center and provides exceptional customer service in response to inquiries related to health and welfare benefits, leaves, payroll and a broad range of HR related topics, including but not limited to UC policies and procedures, benefits, onboarding and employment/talent acquisition. May provide training to employees/departments on employee benefit programs, and workshops on new / amended benefit programs. Provides accurate and efficient resolutions to complex and/or escalated issues and inquiries through multiple channels (phone, email, case management system, etc.) by following appropriate resolution/assessment methodology (investigating and research), utilizing knowledge management tools, educating employees and managers on products and self- service tools, and determining the appropriate course of action or escalation for emerging issues. May research, analyze and work with appropriate HR colleagues, UC Office of the President, UC PATH and vendors in order to facilitate problem resolution. Utilizes knowledge management tools and contributes new, revised or updated information to maintain accuracy and consistency in knowledge in support of customers, peers, and the larger HR team. Shares knowledge, information, best practices and to resolve issues. Manages workload efficiently to resolve inquiries within established service level standards and escalates more complex/unique issues by handing off to HR subject matter experts, as appropriate. Assesses customer's level of understanding, and educates and influences customers to utilize self-service support. Provides support by answering escalated customer inquiries by researching policies and procedures, recommending self-help websites, and guiding customers through steps used to arrive at solutions. Communicates effectively (written or verbal) to best match customer style, needs, and level of understanding in creating optimal customer interaction. Communication style includes accurate and grammatically correct support based on channel (phone, email, case management). What It Takes to be Successful Total Compensation In addition to the salary range listed below, we offer a wealth of benefits to make working at UCI even more rewarding. These benefits may include medical insurance, sick and vacation time, retirement savings plans, and access to a number of discounts and perks. Please utilize the links listed here to learn more about our compensation practices and benefits. The expected pay range for this recruitment is $30.56- $42.00 (Hourly). Required: Possesses analytical skills to conduct analysis and develop recommendations, demonstrating organization and problem-solving skills. Knowledge of organization policies and procedures; knowledge of functional area and understands how work may impact other areas. Knowledge of the employee benefits function and other areas of human resources. Demonstrated skill in conducting limited analysis, and in writing and speaking clearly and effectively, in order to provide information and some interpretation of programs to managers and employees. Demonstrated knowledge of applicable state and federal law. Interacts confidently, effectively and professionally during challenging conversations with managers and employees. Recommends solutions to current issues using learning from past experiences with calls and project work. Strong collaboration and teamwork skills. Demonstrated ability to share knowledge with others to help them become more effective. Strong attention to detail and thoroughness in work product. Ability to handle ambiguity in a fast-paced environment with multiple concurrent tasks and changing priorities. Ability to effectively utilize workstation technology (e.g., Microsoft Office products, imaging, online reference tools, case management system(s), virtual meeting technology and computers in general). Bachelor's degree in related area and / or equivalent experience / training Preferred: Minimum of 2 years demonstrated customer service experience working in an internal HR, payroll, or benefits shared service or call center environment as a subject matter expert in one functional area, or an equivalent combination of education and experience. Prior experience leading or supervising a team. Special Conditions: Hours may vary from Employee Experience Center hours (Monday- Friday, 8am- 5pm) Conditions of Employment: The University of California, Irvine (UCI) seeks to provide a safe and healthy environment for the entire UCI community. As part of this commitment, all applicants who accept an offer of employment must comply with the following conditions of employment: Background Check and Live Scan Legal Right to work in the United States Vaccination Policies Smoking and Tobacco Policy Drug Free Environment The following additional conditions may apply, some of which are dependent upon business unit or job specific requirements. California Child Abuse and Neglect Reporting Act E-Verify Pre-Placement Health Evaluation Details of each policy may be reviewed by visiting the following page - https://hr.uci.edu/new-hire/conditions-of-employment.php Closing Statement: The University of California, Irvine is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status. For the University of California's Affirmative Action Policy please visit: https://policy.ucop.edu/doc/4010393/PPSM-20. For the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination. We are committed to attracting and retaining a diverse workforce along with honoring unique experiences, perspectives, and identities. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming. UCI provides reasonable accommodations for applicants with disabilities upon request. For more information, please contact Human Resources at (949) 824-0500 or eec@uci.edu. Consideration for Work Authorization Sponsorship Must be able to provide proof of work authorization