Overview
As a member of the Employee Service Center (ESC), the Senior Employee Service Center Specialist helps to monitor the daily responsibilities of the ESC. The Senior ESC Specialist serves as a first point of contact for ESC team members in the absence of the ESC Manager and assists other ESC team members in resolving more complex inquiries. Additionally, the Senior ESC Specialist collaborates with the ESC Manager to determine the team dynamics, assess the team needs and address team challenges. The Senior ESC Specialist will review and manage team reporting, run standard reports as requested and approve times sheets, as needed.Similar to other ESC Specialists, the Senior ESC Specialist provides optimal customer service while resolving a wide variety of employee and manager inquiries in an effective and timely manner. Various inquiries may include, but are not limited to: payroll, benefit programs, company policies and procedures, employment verifications and technical HR applications. The Senior ESC Specialist will provide accurate and efficient administrative support and independently handle routine requests using available resources.
Responsibilities
What You'll Do:
Aids ESC Manager in leading the ESC team by being a knowledgeable resource for other ESC members and Audacy Managers and employees
Assists other ESC Specialists in triaging, researching and resolving inquiries
Serves as a direct contact for Market Managers for escalation purporses
Approves team member timesheets, as needed
Provides initial resolution support and ensures prompt, accurate and consistent handling of inquiries via telephone, email, and employee face-to-face engagement
Manages and resolves moderate employee and manager inquiries
Assists with running and managing standard reports
Participates in creating team reports, as needed
Collaborates with ESC Manager to analyze data from reporting
Processes employment data regarding payroll, benefits, unemployment, child support garnishment orders, PTO, employment verifications, job changes (including, but not limited to, salary, terminations, org level and manager changes), HR transactions
Provides guidance to employees seeking to update personal information in MyHR
Reassigns inquiries via the cloud-based help desk to ensure inquiries are accurately addressed by the appropriate departments
Engages ESC Manager immediately to address and resolve more complex inquiries
Assists with all Employee Service Center reporting
Partners with subject matter experts to resolve specific inquiries that require further research and knowledge
Adheres to ESC's Service Level Agreement (SLA) to ensure optimal customer service is consistently achieved
Participates in team projects, as needed
Qualifications
More About You:
Required:
Bachelor's Degree required or an equivalent combination of education and experience required
Minimum 2 years as a team lead
Minimum of 3 years of experience in a Human Resources or Data Processing role, with at least 2 years in a customer/employee facing position
Comprehensive knowledge of human resource practices
Previous experience with employee data or HRIS functions desired
Work independently as well as in a team environment
Strong attention to detail
Ability to work in a constantly changing environment
Strong organization
Analytical skills
Strong problem-solving ability
Strong desire to provide quality customer service
Strong oral, written and interpersonal communication
UKG experience preferred
Proficiency with Microsoft Office required
Vaccination Requirements
To help promote and ensure the safety of all of our employees and the communities we serve, we require all incoming employees to be fully vaccinated against the coronavirus. If hired, you will be required to provide proof of vaccination, which will be kept confidential. If you are not vaccinated, or partially vaccinated currently, but willing to become fully vaccinated, we invite you to still apply.
Audacy is committed to providing a safe and inclusive work environment for all and we recognize that some individuals may have a sincerely held religious belief as it pertains to the practice of immunization or a medical disability which may prevent them from becoming vaccinated. Individuals who cannot be fully vaccinated due to a sincere religious belief or medical disability may request an accommodation. We request that you refrain from discussing religious beliefs or medical conditions during the interview process. If you believe you need an accommodation, you will have an opportunity to submit your request during the interview process. All requests for accommodation will remain confidential and reviewed by selected individuals within the HR department. We cannot guarantee that all requests for accommodation will be granted. Please refer to our EEO policy and statement below.
About Us
Audacy, Inc. (NYSE: AUD) is a scaled, multi-platform audio content and entertainment company with the country's best radio broadcasting group, a leader in virtually every segment of audio, and America's #1 creator of original, premium audio. Audacy engages over 170 million consumers each month, bringing people together around the news, sports, podcasts and music that matter to them. Learn more at www.audacyinc.com , Facebook (Audacy Corp) and Twitter (@AudacyCorp).
EEO
Audacy is an Equal Opportunity and Affirmative Action Employer. Audacy affords equal employment opportunity to qualified individuals regardless of their race, color, religion or religious creed, sex/ gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, gender identity, gender expression, national origin, ancestry, age (over 40), physical or mental disability, medical condition, genetic information, marital status, military or veteran status, or other classification protected by applicable federal, state, or local law, and to comply with all applicable laws and regulations. Consistent with our commitment to equal employment opportunity, we provide reasonable accommodations to qualified individuals with disabilities who need assistance in applying electronically for a position with Audacy, unless doing so would impose an undue hardship. To request a reasonable accommodation for this purpose, please call 1-610-660-5614. Please note that this phone number is to be used solely to request an accommodation with respect to the online application process. Calls for any other reason will not be returned. Reasonable accommodation requests are considered on a case-by-case basis.
Job Locations USA-PA-Philadelphia
ID 2022-4190
Category Operations
Type Regular
