Lead Human Resources Contact Center Analyst

Located in the metropolitan area of Sacramento, the Adventist Health corporate headquarters have been based in Roseville, California, for more than 40 years. In 2019, we unveiled our WELL-certified campus - a rejuvenating place for associates systemwide to collaborate, innovate and connect.

Whether virtual or on campus, Adventist Health Roseville and shared service teams have access to enjoy a welcoming space designed to promote well-being and inspire your best work.

Job Summary:

Performs specialized Human Resources related tasks for employees and managers across the organization. Acts as an escalation point to resolve complex issues related to personnel data, Human Resources (HR) systems and web tools, benefits, leaves of Absence, and talent management systems. Collaborates, escalates, or routes inquiries to Centers of Excellence as appropriate to ensure accuracy, efficiency, resolution and a high degree of customer service. Works increased hours during training and high volume cycles, as necessary. Provides back-up to Contact Center leadership as needed, including handling management escalations, providing feedback to other Analysts, managing inventory, supporting projects and monitoring the day to day performance of the department.

Job Requirements:

Education and Work Experience:

• Associate’s/Technical Degree or equivalent combination of education/related experience: Required
• Bachelor’s Degree or equivalent combination of education/related experience: Preferred
• Five years' human resource experience: Preferred

Essential Functions:

• Provides loss control resources to facilitate effective investigations that result in identification and correction of workplace hazards.
• Researches issues quickly, when not able to immediately resolve using the knowledge base and Human Resources expertise. Resolves, routes, or escalates issues in a timely manner. Works on activities of a diverse scope requiring minimal interpretation of policies and guidelines. Performs a variety of complex duties requiring specialized or generalist knowledge. Makes recommendations on complex issues regarding work, often in ambiguous situations.
• Collaborates with partners Information Technology (IT), Centers of Excellence and Data Management to define requirements for improvements to systems, reporting and processes. Solves escalated operational problems and technical issues. Makes decisions having moderate to major impact on function/family operations. Works under limited guidance and within broad guidelines and technical standards.
• Participates in audits of the Contact Center records to uncover opportunities for training analysts and enhancing the knowledge base. Keeps up-to-date with changes to policies and practices. Assists with developing the knowledge base, job aids and training materials. Serves as a coach.
• Conducts real-time and random audit phone/chat/email monitoring and coaching, including feedback to enhance phone/chat/email quality and increase productivity levels.
• Performs other job-related duties as assigned.

Organizational Requirements:

Adventist Health is committed to the safety and wellbeing of our associates and patients. Therefore, we require that all associates receive all required vaccinations, including, but not limited to, measles, mumps, flu (based on the seasonal availability of the flu vaccine typically during October-March each year), COVID-19 vaccine (required in CA, HI and OR) etc., as a condition of employment, and annually thereafter. Medical and religious exemptions may apply.

Adventist Health is a faith-based, nonprofit, integrated health system serving more than 90 communities on the West Coast and Hawaii with over 400 sites of care, including 26 acute care facilities, clinics, home care, and hospice agencies in both rural and urban communities. Our compassionate and talented team of 37,000 includes employees, physicians and volunteers driven in pursuit of one mission: living God's love by inspiring health, wholeness and hope.