It’s an exciting time to be a part of Alberta Health Services (AHS) which has recently been recognized as one of the best places to work in Canada (one of Canada’s Top 100 Employers); a strong endorsement of the care provided to Albertans by our staff, physicians and volunteers every day. Alberta Health Services is seeking a highly organized and customer service driven individual for the role of Manager Service Specialist within our Human Resources Shared Services (HRSS) team. The Manager Service Specialist will provide educated and informed recommendations to operational leaders and Human Resources Business Partnerships (HRBP) inquiries. The individual will be fluent in organization policies and procedures, collective agreements and best practices to ensure that the most informed solutions are provided. You must have the ability to build and foster strong working relationships with various stakeholders across the organization to ensure issues are addressed in a timely manner. The incumbent will be a subject matter expert (SME) with in-depth knowledge of all HRSS functional areas and the ability to work independently and seek guidance when necessary. To be successful, you must demonstrate the ability to resolve conflicts and de-escalate complex and stressful situations but still have the ability and knowledge to escalate issues appropriately. Exceptional verbal and written communication skills are required. The successful candidate must be fluent in understanding metrics, analyzing reports, monitoring deliverables, and ensuring regular report updates are provided to Leadership. This role requires working well under pressure in a high-volume contact centre environment. A flexible schedule is required for this role. Please note that there are 4 (four) open positions for this posting.
As an Administrative Support V, you will require advanced administrative or specialized skills and knowledge to support complex procedures, practices and initiatives within a department or program.
Required Qualifications:
Completion of post-secondary education (e.g. certificate in office or business administration).
Additional Required Qualifications:
Fluent in written and spoken English. Demonstrated superior customer service skills; both oral and written. 4+ years of extensive client service experience, problem solving and conflict resolution skills are required. 2+ years experience in Shared Services, Human Resources, Payroll or Benefits. Previous experience in a fast-paced, work environment where there are frequent competing priorities. Must be an intermediate user and above in Microsoft Office package; particularly Microsoft Word, Excel, Outlook and PowerPoint. Demonstrated experience presenting to internal and external stakeholders. Previous experience providing coaching and training to internal and external stakeholders. Must be quick to learn new computer applications. Knowledge of or previous experience in a unionized environment. Typing at least 50 words per minute as you will be required to create a ticket via the Customer Service Management tool while a client is speaking to them over the phone.
Preferred Qualifications:
Experience with PeopleSoft is an asset. Previous experience in a live, inbound call, contact centre setting where there are frequent shifting priorities. Experience typing in real time over chat to clients is an asset. Previous experience working to achieve various metrics is also preferred.
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