Description
Specialist, Resource Management
Job Description
The Resource Management Specialist position manages absence records and works as liaison between the agents, site leaders and third-party absence management partners. Attendance Specialists are the subject matter experts related to federal and state regulations. They also specialize in Company and local attendance policies as well as multiple contract bargaining agreements in order to effectively manage discipline and records. The Resource Management Specialist shares accountability with the Contact Center Management Team for meeting attendance objectives.  The Resource Management Specialist analyzes results and makes recommendations for improvement based on these results.
Duties & Responsibilities
• Initiate and respond to inquiries about leave and disability events, benefits, and options available to employees
• Serve as a point of contact for assigned employees (200-350 employees) across multiple states and CBAs to provide holistic attendance management services, including but not limited to auditing absences, continuous communication to employees, site leaders and Human Resources, accurate record keeping, proper documentation, and addressing accountability to local/national attendance guidelines and contract bargaining agreements
• Manage employees’ short-term and incidental absences as well as all administrative work
• Daily/Weekly/Monthly reporting and auditing
• Respond to employee impacting issues that may arise during a leave event and ensure the right communication occurs
• Identify and solve problems that may arise, sometimes with limited information
• Work with site and HR to facilitate a smooth return to work and ramp-back plan for employees returning to the workplace under accommodations
• Timely communication to employees and stakeholders both verbally and in writing
• Ensure compliance with standard work, federal/state regulations, and company policies
• Working knowledge of multiple contract bargaining agreements, site attendance guidelines and Company Human Resources Handbook
• Maintain system records to ensure accurate and timely information/documentation
• Consult, coordinate and partner with third party administrators, HR, Labor, Legal, Payroll Support, team members and other departments/systems as appropriate
• Address and respond to sensitive situations
• Maintain confidentiality and demonstrate the highest level of integrity in all dealings
• Maintain a positive attitude while being flexible with an ability to adapt quickly to changing scenarios
• Work professionally with various personality types and levels of leadership
• Take on additional responsibilities or special projects to meet the needs of the business
Position Requirements & Qualifications
• Bachelor’s Degree or equivalent years of experience required
• Strong working knowledge of Federal and State Leave, contractual and Company disability regulations, specifically FMLA, Short-Term Disability and ADA
• Must excel in communication/presentation skills, both oral and written, and tailor communication to various levels of the organization
• Strong problem solving, time management and priority setting skills
• Excellent organizational and analytical skills, process and detailed oriented, a self-starter who is highly motivated to obtain goals/results
• Customer driven and a team player, with strong interpersonal and customer interface skills
• Demonstrated ability to produce clear and concise documentation
• Proficient in MS Word, MS Excel, Aspect, PATS, Share Point
• Proven analytical and reasoning skills
• Experience working with confidential information
• Experience providing guidance to employees or managers on leave of absence, disability plan, accommodation, human resources, benefits, or employee relations
• Must be able to work hours that support the “core” business hours of the Contact Centers and evenings, weekends and holidays as required to fully meet the requirements for the Contact Center
Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.