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Assistant Supervisor of Call Center/Transaction Unit |
0706 |
Assistant Supervisor of Call Center/Transaction Unit
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G |
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Under direction, is responsible for all elements of
the transactions unit of the Employee and Retiree Service
Center (ERSC). Work of the class involves supervision
of staff responsible for the wide variety of interrelated
functions related to human resources, payroll, and insurance
and retirement transactions. Major responsibilities
include but are not limited to analyzing operational
transactions; assisting with the development and improvement
of processes and procedures; working cooperatively and
closely with the Employee Services Administration Unit
and other departmental leaders to implement, coordinate,
and maintain systems and procedures. Serves as mentor,
trainer, coach and problem solver for the Call Center/Transaction
Unit exercising considerable initiative in maintaining,
developing and recommending procedures and processes
for improving the flow of transactions throughout the
unit. Will serve as the Supervisor of the Call Center/Transaction
Unit or Assistant Supervisor of Payroll Operations in
their absence, and will assist in the Call Center as
necessary.
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Extensive knowledge of all human resource,
payroll, insurance and retirement operational transactions,
clerical and administrative processes involved in the
efficient processing of employee transactions. Thorough
knowledge of the MCEA/MCCSSE/MCAASP negotiated agreements.
Extensive knowledge of the HRIS Lawson system and all
related transactions. Ability to organize, prioritize,
problem solve and monitor a large number of transactions.
Ability to develop and adhere to calendar of events. Ability
to interact with internal and external customers. Must
have strong skills in Microsoft Office applications and
Discoverer Oracle, or similar tool. Excellent supervisory,
interpersonal, communications, computer and keyboard skills.
Ability to work effectively in high-pressured environment.
Sensitivity to private and confidential employee information
required.
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| AA degree, with course work in commercial and business
courses; supervision; human resources, payroll, insurance
and retirement operations. Bachelor’s degree or
higher preferred. Must have supervisory experience.
Experience with HRIS Lawson system highly desirable.
Other combinations of education, training and experience,
which provide the knowledge, abilities and skills necessary
to perform effectively in this position, may be considered. |
| (Special requirements such as lifting heavy objects and frequent climbing.) None |
| (Frequent overtime
or night work required, etc.) Ability to work nights and weekends as required. Annual
leave limited during specified timeframes. |
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Supervises staff and schedules assignments within the
unit prioritizing workflow and ensuring that strict
deadlines are met.
Meets with other leadership within the ERSC to coordinate
implementation of new procedures, processes and negotiated
agreements.
Provides input to schedules, communications and publications.
Works closely with the Supervisor of Call Center/Transactions
Unit to develop, maintain and monitor call center coverage,
a calendar of events for the Transaction Unit to meet
mandated deadlines for payroll, end of calendar year
and end of fiscal year processing, benefit open seasons,
heavy periods of new hire and termination activity,
etc.
Ensures that the HRIS Lawson system has accurate and
up-to-date information. Runs and reviews data reports
for accuracy. Assigns staff to make required corrections,
research data, etc. Reviews corrections and directs
staff in proper correction procedures.
Must be up-to-date on federal, state and social security
tax laws, negotiated agreement changes, new procedures
and processes for the HRIS Lawson system. Recommends
changes to practices or procedures based on new or changed
laws as appropriate.
Reviews changes to MCPS forms and makes recommendations
to the Supervisor.
Participates in workshops, training, conferences and
presentations to maintain knowledge of current technologies,
laws, and processes. Schedules and participates in ongoing
training to the Call Center/Transaction Unit staff.
Refers complex or unusual transactions to appropriate
the functional specialist. Incorporates results into
the Call Center/Transaction Unit standard procedures.
Serves as Supervisor of Call Center/Transaction Unit
and the Payroll Processing Supervisor in their absence.
Assists in the Call Center as necessary.
Reviews performance measures within the Call Center/Transactions
Unit. Recommends and implements improvements and changes
based on performance data output.
Performs a variety of related work as required. |
