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St. Claire HealthCare · 3 hours ago

HR Contact Center Lead

Morehead, KY

Full-time

Onsite

Senior Level

7+ years exp

St. Claire HealthCare is a healthcare provider seeking an HR Contact Center Lead to provide advanced expertise in HR operations. The role involves resolving complex employee inquiries, ensuring compliance with HR policies, and promoting service excellence within the HR Contact Center.

Health CareHospitalNon Profit

Responsibilities

Serves as the primary resource for resolving complex or escalated HR inquiries across a wide range of HR topics, including payroll, benefits, policies, leave, and general HR processes

Provides guidance and coaching to HR Contact Center representatives on handling inquiries and applying policies accurately

Monitors service quality, accuracy, and compliance with HR standards and regulatory requirements

Partners with HR stakeholders to maintain and update knowledge base content to ensure accuracy and accessibility

Identifies workflow gaps and contributes recommendations for process improvements to enhance efficiency and employee satisfaction

Supports onboarding and training of new HR Contact Center staff by sharing expertise and reinforcing best practices

Coordinates with the HR Contact Center in cross-functional discussions, projects, and initiatives

Promotes service excellence by modeling professional communication and problem-solving skills

Maintains confidentiality of sensitive employee information in compliance with organizational policies and regulations

Performs other duties as assigned

Qualification

HR Contact Center operationsEmployee inquiries resolutionCoaching HR representativesProcess improvementProfessional communicationProblem-solving skillsConfidentiality compliance