Weigel Broadcasting Contact Jobs in Usa

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• Monitoring the status of phone agents
  
• Monitoring telephone queues
  
• Communicating with agents
  
• regarding schedule adherence
  
• regarding schedule adjustments
  
• Communicating with supervisors
  
• about agent status
  
• about phone queue mitigation
  
• about skill changes
  
• Updating meetings, callouts, etc.
  
• Coordinating ad hoc off-line time with the supervisors throughout the day.
  

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• Reviews, analyzes, and evaluates business systems and user needs.
  
• Documents requirements defines scope and objectives and formulates systems to parallel overall business strategies.
  
• May require an associate degree in a related area and 3+ years of experience in the field or in a related area.
  
• Has knowledge of commonly used concepts, practices, and procedures within a particular field. Generally, supports commodity or generic/unspecified skills, such as Application Support, Business Analyst, Compliance Consulting, Domaine SME, SharePoint BSA.
  
• Relies on instructions and pre-established guidelines to perform the functions of the job.
  
• Works under immediate supervision.
  
• Primary job functions do not typically require exercising independent judgment. Typically reports to a manager or a team Lead.
  

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• Support Contact Center Workforce Management (WFM) processes for Forecasting, Scheduling, intraday, shrinkage and Reporting Analytics to ensuring business goals, objectives, and service level agreements are satisfied.
  
• Monitor and analyze call and activity volumes vs. available staff and optimize resource schedules to maintain contact center key performance indicators.
  
• Maintain and update schedules for staff to ensure optimal coverage with the right resources, in the right place, at the right time.
  
• Develop, analyze, and deliver WFM and Contact Center reports with lessons learned from prior day/week/month.
  
• Maintain and adjust agent resource assignments ensuring they receive the right calls at the right time.
  
• Review and approve agent time off and schedule change requests.
  
• Research and analyze agent schedule adherence issues/concerns and deliver suggestions for improvement.
  

About CRDN

CRDN is the leading expert in textile, electronic, art, and contents restoration. We restore

peace of mind to our customers after they have su􀆯ered loss due to fire, water, or wind

disasters. Our expertise and commitment to excellence have made us a trusted partner for

insurance companies, helping families recover from unexpected damage to their personal

belongings.

Position Overview

CRDN is seeking a motivated and detail-oriented Project Manager to join our team in Memphis, TN. This role is responsible for managing restoration projects from initial loss

inspection through project completion, working closely with insured customers, insurance

adjusters, and internal operations teams.

The Project Manager serves as the primary point of contact for customers and plays a key

role in project scoping, approvals, client relations, team coordination, and profitability

of projects.

Key Responsibilities

Project Scoping & Job Setup

 Receive new project assignments from Operations and/or Sales.

 Contact the insured to schedule site inspections.

 Conduct on-site inspections including still photos and 360° images.

 Listen to the insured’s account of the loss and build a detailed project report.

 Explain services, answer questions, and guide the insured through the authorization

process.

 Estimate project value using box/item/bag counts.

 Coordinate with Operations to assemble the appropriate field team.

 Prepare profit and loss projections.

 Create preliminary estimates using Xactimate.

 Draft detailed “story” emails to insurance adjusters requesting written approval to

proceed.

Approval & Insurance Coordination

 Contact adjusters daily (phone, email, or in person) to obtain estimate approvals.

 Request pre-approvals for:

o Subcontractors

o Specialized equipment

o Additional or weekend labor

o Waste containers

 Develop knowledge of insurance programs and billing practices to ensure

compliance.

Customer Experience & Marketing

 Serve as the first point of contact for new customers.

 Build trust and create a strong first impression during the scoping phase.

 Secure signed authorizations to begin work.

 Identify opportunities to expand project scope where appropriate.

 Build relationships with adjusters and industry partners to generate future business.

Project Planning & Documentation

 Create detailed Project Memorandums / PM Notes outlining:

o Room-by-room work instructions

o Estimated project timelines

o Special equipment requirements

o Site access instructions (lockbox codes, contacts, etc.)

 Ensure CSR and field teams have clear guidance to minimize miscommunication.

Field Leadership & Training

 Visit job sites daily to support and train field teams.

 Provide coaching on documentation, packing procedures, and handling contents

safely.

 Ensure work is performed accurately and e􀆯iciently.

Customer Service

 Act as the primary contact for the customer throughout the project.

 Address issues with empathy, professionalism, and urgency.

 Coordinate with Operations to resolve issues such as:

o Missed items

o Damage claims

o Additional service needs

 Deliver settlement checks and obtain signatures when resolutions are finalized.

Communication & Project Updates

 Follow up with customers after deliveries to ensure satisfaction.

 Provide adjusters with updates including:

o Start of work

o Pack-out completion

o Invoice finalization

o Non-salvage lists

o Delivery completion

o Damage resolutions

Financial Management

 Track materials used and project costs in PSA.

 Maintain job cost spreadsheets and project P&L.

 Submit commissions on completed work.

 Review and approve contents invoices for accuracy.

Collections Support

 Assist in ensuring invoices are paid.

 Follow up with customers or adjusters when needed, as commissions are tied to

payment completion.

Qualifications

 Experience in restoration, insurance claims, or project management preferred.

 Knowledge of estimating software such as Xactimate strongly preferred.

 Strong customer service and communication skills.

 Ability to manage multiple projects and deadlines.

 Comfortable working both in the field and in an o􀆯ice environment.

 Detail-oriented with strong documentation skills.

 Valid driver’s license and ability to travel locally to job sites.

What We Offer

 Competitive salary + commission opportunities

 Career growth in the restoration industry

 Hands-on leadership role with significant client interaction

 Supportive operations and administrative team

Established in 1981, Rainbow International offers residential and commercial restoration services through over 400 locations worldwide. We are on a mission to improve the lives of not only our customers, but also our employee family members. Rainbow International Restoration hires people who set high standards for themselves and want to \"Live RICH\" with a team that values Respect, Integrity, with Customer focus, while Having fun in the process. We want you on our team!

Establish contact with individuals and organizations that manage and/or own commercial properties for the purpose of arranging scheduled meetings and building relationships with decision makers who lead to the development of long-term partnerships and commitment to our company as their preferred vendor for restoration, cleaning, building maintenance, and construction services. Help retain existing customers and referral sources through ongoing phone and in-person contact.

• Create and maintain target prospect account lists
• Perform sales calls resulting in scheduled meetings with target prospects
• Obtain commitment from customers to establish our company as their preferred vendor for all restoration and construction services we provide
• Identify and develop partnerships with appropriate contractors who can provide additional value to our customers as part of our relationship
• Develop existing customer accounts by expanding the services for which we are their preferred supplier
• Identify prospect customers consistent with the Business Plan and market strategy and lead the \"Whale Hunting\" sales process for large commercial accounts
• Complete weekly and monthly sales reports in a timely manner
• Attend weekly sales meetings
• Maintain phone and in-person contact with existing customers
• Make group presentations to prospect organizations
• Maintain customer contact database
• Assist in the development of marketing materials

Communicate with managers responsible for all company functions to support planning related to capacity and ability to effectively deliver timely quality services to customers. Active involvement in select trade and community associations providing access to customer prospects and partnering contractors. Leverage network of partner contractors to increase the value our company brings to property management and owner organizations. Work closely with Operations management and Project Managers to remain current on active job status and progress in order to keep customers and referral sources updated.

Relationship Development Effectively builds professional relationships and networks. Brings value to customers and prospects and maintains appropriate level of contact. Integrity Ironclad. Does not cut corners. Puts the company's interests above self. Earns trust of co-workers and customers. Intellectually honest. Planning and Organizing Plans, organizes, and schedules his/her time in an efficient and productive manner. Focuses on key priorities. Discipline and Follow-up Demonstrates a disciplined approach to sales. Strong on follow-up and follow-through. Leverages time effectively to obtain the best return on his/her efforts. Dependability The individual is consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance. Aggressive Constantly on the lookout for new contacts and sales opportunities. Studies and applies new sales techniques and technology. Technology The individual uses typical communication devices to effectively speed communication and appropriately utilizes company-approved customer contact management (CRM), standard word processing, spreadsheet, and PowerPoint software tools to enhance efficiency and accuracy of work performed.

Education and Experience: Associate degree in business, marketing, or related field with bachelor's degree preferred. Six (6) to eight (8) years of experience with relationship selling to high level executives, business owners, and property managers. Selling Skills: Understands and effectively applies the concepts of differentiation and adding value. Knows customer markets and the issues and challenges they face and can translate that information into useful selling strategies. Builds long-term relationships that drive increased revenue and demand for services. Professionalism: Professional in appearance and demeanor. Treats people with respect. Takes the initiative to continually develop his professional skills. Sets high standards of performance for self. Low tolerance for mediocrity. Financial Reports and Documents: Understands the concepts and content of financial reports: Profit & Loss, Balance Sheet, and Cash Flow.

• Uncapped commission potential
• Reimbursement of applicable business-related expenses
• 401k with company matching

Rainbow International Restoration is an Equal Opportunity Employer and all qualified applicants will receive consideration.

Hybrid: Applicants must be a California resident as of their first day of employment.

PRINCIPAL RESPONSIBILITIES:

Member Services Representatives (MSR) are the first point of contact for our members' primary contact with the Alliance for both routine and complex member issues with the goal of delivering excellent customer service to our customers. The position is responsible for answering a high volume of inbound and outbound calls in a timely manner. Respond to all communications coming into Member Services in the form of email, fax, letters, chat and phone calls. Timely responses to all member communication are essential. Must effectively prioritize and flex the workload as new communication and tasks are submitted. Identify the caller's needs, clarify information, research issues, and provide solutions and/or alternatives whenever possible. Accurately and consistently document all conversations in the electronic database. This position is a liaison between the plan, the provider network, and other community agencies. The MSR positions are flexibly staffed classification and work is expected to be performed minimally at the MRS II level. However, the initial selection will be made at the entry level MSR I. Our more advanced level position of the series is the MSR III who will be required to perform a variety of complex matters.

Member Services Representatives are under the direction of a Member Services Supervisor, Manager and Director, and service our members through our call center as well assisting other departments with responses to member issues by initiating communication between departments to ensure action, cooperation, and compliance of managed care operations.

Member Services Representative I

This position which requires the ability to work as a team player within the Alliance and with external contacts, make sound judgments based on analysis of information, be an effective communicator, active listener and balance advocacy for the member with the policy provisions such as plan policies, EOC, regulatory guidelines, and DMHC/DHCS rules and regulations. The MSR provides courteous, professional, and accurate responses to incoming inquiries regarding network, plan benefits, eligibility, authorizations, plan services and guidelines, as well make decisions with the goal of ensuring member satisfaction and retention. The MSR performs a variety of complex functions and is also responsible for maintaining accurate and complete inquiry/grievance records in the electronic database. Maintains compliance with DMHC regulatory requirements and DHCS contractual obligations. MSR I staff who demonstrate proficiency in meeting, maintaining and exceeding principal performance objectives and metrics may be eligible to be promoted to a Member Services II or III role. Member Services Representative I staff may be eligible for promotion to Member Services Representative II or III positions once they have worked as a MSR I for a minimum of 12 months to be proficient with program and system knowledge in addition to meeting performance matrix requirements.

Principle duties and responsibilities

* Serve as the primary contact for members, providers and others for questions related to claims, benefits, authorizations, pharmacy, member eligibility and other questions related to Alameda Alliance and provide accurate, satisfactory answers to their inquiries or concerns.

* Respond to and resolve member service inquiries and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility, claims, behavioral health, and care coordination.

* Answer incoming calls, emails, chats, and other requests for assistance in a timely manner in accordance with departmental performance targets and provide excellent customer service while doing so. May include assisting members in person.

* Recognize and understand the difference between calls that require quick resolutions and calls which will require follow-up and handle each appropriately.

* De-escalate situations involving dissatisfied customers, offering patient assistance and support.

* Accurately document all contacts per department standards/guidelines in the Customer Relationship Management (CRM) system.

* Accurately and consistently document (electronic database) and resolve Exempt Grievances (any expression of dissatisfaction that are not coverage disputes, disputed health care services involving medical necessity, or experimental or investigational treatment and that are resolved by the next business day following receipt).

* Interface with Grievance and Appeals, Claims, Enrollment, IT, Network Management, Pharmacy, Authorizations, and other internal departments to provide Service Excellence to our members.

* Help guide and educate members about the fundamentals and benefits of managed health care topics, to include managing their health and well-being by selecting the best benefit plan service options, maximizing the value of their health plan benefits, and choosing a quality care provider.

* Intercede with care providers (doctor's offices) on behalf of the member, assisting with appointment scheduling; connect members with internal Case Management Department for assistance as needed.

* Assist members in navigating , the Member Portal, and other health care partner online resources and websites to encourage/reassure them to use self- service tools that are available.

* Manage any issues through to resolution on behalf of the member, either on a single call or through comprehensive and timely follow-up.

* Research complex issues across multiple databases and work with support resources to resolve member issues and/or partner with others to resolve escalated issues.

* Provide education and status on previously submitted pre-authorizations or pre- determination requests for both medical and pharmaceutical benefits.

* Meet the performance goals established for the position in the areas of compliance, efficiency, call quality, member satisfaction, first call resolution, punctuality, and attendance.

* Always maintain a professional level of service to members.

* Always maintain confidentiality of information.

* Consistently support the Alliance's approach to Service Excellence by adhering to established department and company standards for all work-related functions.

* Interact positively with all Alliance Departments.

* Accurately and consistently document (electronic database) and resolve Exempt Grievances (any expression of dissatisfaction that are not coverage disputes, disputed health care services involving medical necessity, or experimental or investigational treatment and that are resolved by the next business day following receipt).

* Process MS Dept projects

* Serve as a back-up to manage the escalated calls.

* Perform other duties as assigned.

ESSENTIAL FUNCTIONS OF THE JOB

* Contacts: Receive, manage, and document telephone calls, emails, and other sources of contacts from members, potential members, and providers, and explain health plan benefits and plan rules. Describe the types of services the Alliance offers to the Member within the managed care system. Provide clarification about issues regarding patient and physician rights and how the plan operates.

* Conflict resolution: Resolve member problems/conflicts by convening with other departmental staff as needed.

* Member communications: Create and/or mail appropriate member materials and communications as needed.

* Computer: Perform ongoing data entry which assists in the maintenance of the Member Services department database to ensure data integrity.

* Comply with the organization's Code of Conduct, all regulatory and contractual requirements, organizational policies, procedures, and internal controls.

PHYSICAL REQUIREMENTS

* Constant and close visual work at desk or computer.

* Constant sitting and working at desk.

* Constant data entry using keyboard and/or mouse.

* Constant use of multi-monitor setup

* Frequent use of telephone and headset.

* Frequent verbal and written communication with staff and other business associates by telephone, correspondence, or in person.

* Frequent lifting of folders, files, binders, and other objects weighing between 0 and 30 lbs.

* Frequent walking and Standing

Number of Employees Supervised: 0

MINIMUM QUALIFICATIONS:

* Bachelor's degree or equivalent experience preferred.

* High school diploma, GED required.

* The ability to speak and understand-bilingual: Spanish/English, Cantonese/English, Vietnamese/English, Tagalog/English are required as designated.

* A bilingual proficiency exam will be administered to ensure the candidate possesses the appropriate skill level to meet requirements. The successful candidate must score 90% or higher.

MINIMUM YEARS OF ADDITIONAL RELATED EXPERIENCE:

* Minimum one year of direct customer service experience. Call center experience and managed care experience a plus

* Experience determining eligibility for financial assistance, insurance benefits, unemployment and/or other social services programs.

* Demonstrated knowledge expert of AAH Member Services policies and procedures

* Consistent record of meeting, maintaining, or exceeding monthly Departmental performance metrics.

* Consistent track record of documenting Service Requests accurately and clearly and monitoring open Service Requests to ensure responses and closure.

* Consistent record of high quality of work as demonstrated through call and documentation auditing, appropriate Call Disposition coding, as well as an overall acceptable monthly Member Satisfaction Survey result as assessed by Member Services Quality Specialist, MS Trainer and Member Services Supervisor.

* Demonstrated proficiency in current Customer Relationship Management (CRM) tool, phone system software Quality Management Solution, Pharmacy Benefits Management applications (PBM), Interpreter vendor scheduling software, delegate portal solutions and the Alliance's Member portal.

* Demonstrated ability to effectively handle the department's key special projects: Member Portal Request Processing, Kaiser PTE Requests, PCP retroactive and same month requests.

* Demonstrated ability to help members face-to-face in the field and/or at the Alliance offices (walk-ins). Also highly skilled at handling issues related to member bills, transportation set-up and benefit coordination with providers and pharmacy needs.

SPECIAL QUALIFICATIONS (SKILLS, ABILITIES, LICENSE):

* Ability to prioritize and adapt to changing situations in a calm and professional manner.

* Ability to maintain composure in stressful situations.

* Excellent problem-solving skills

* Ability to exhibit cooperation, flexibility, and provide assistance when talking to members, providers, and staff.

* Skill in basic data entry

* Ability to type 40 net words per minute: multi-task

* Manual dexterity to operate telephone, computer keyboard equipment.

* Speak English proficiently, clearly, and audibly.

* Memorize and retain information quickly; meet physical requirements

* Spell correctly

* Learn the policies, regulations, and rules applicable to business operations.

* Follow instructions, reason clearly, analyze solutions accurately, act quickly and effectively in emergency situations; operate office equipment including computers and supporting word processing, spreadsheet, and database applications.

* Excellent phone etiquette and ability to communicate clearly and concisely, both orally and in writing.

* Excellent interpersonal skills with the ability to interact with diverse individuals and flexibility to customize approach to meet all types of member communication styles and personalities.

* Strong verbal and written communication skills.

* Demonstrated ability to quickly build rapport and respond to members in a compassionate manner by identifying and exceeding member expectations (responding in respectful, timely manner, consistently meeting commitments).

* Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests, and identify the current and future needs of the member.

* Must be self-motivated and able to work with minimal supervision

* Must be team-oriented and focused on achieving organizational goals.

* Proficient problem-solving approach to quickly assess current state and formulate recommendations.

* Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions which members can understand and act upon.

* Proficient conflict management skills to include ability to resolve issues during stressful situations and demonstrating personal resilience.

* Ability to work regularly scheduled shifts within the Alliance's hours of operation including the training period, with scheduled lunches and breaks, flexibility to adjust daily schedules; and to work over-time and/or weekends as needed.

* Medical terminology knowledge preferred

* Ability to work within a broad systems perspective

* Experience in use of various computer systems software as well as Microsoft Windows, and Microsoft Suite, especially Outlook, Word, Excel.

* Must have reliable and stable internet connection for remote work (50-100 Mbps download speeds).

Employees who interact with members of the public may be required to be tested for Tuberculosis and fully vaccinated against COVID-19 and influenza. Successful candidates for those positions/ classifications may be required to submit proof of vaccination against influenza and/or COVID-19, a negative Tuberculosis test, or request an exemption for qualifying medical or religious reasons during the onboarding process. Candidates should not present proof of vaccination until instructed to do so by the Human Resources department.

SALARY RANGE $22.88-$34.33 HOURLY

The Alliance is an equal opportunity employer and makes all employment decisions on the basis of merit and business necessity. We strive to have the best-qualified person in every job. The Alliance prohibits unlawful discrimination against any employee or applicant for employment based on race, color, religious creed, sex, gender, transgender status, age, sexual orientation, national origin, ethnicity, citizenship, ancestry, religion, marital status, familial status, status as a victim of domestic violence, assault or stalking, military service/veteran status, physical or mental disability, genetic information, medical condition, employees requesting accommodation of a disability or religious belief, political affiliation or activities, or any other status protected by federal, state, or local laws.

Contact Center Modernization – Organizational Design Consultant

A large U.S. health agency is modernizing its contact centers to improve 24/7 virtual access to high-quality care. Advisory and implementation services are being provided to support this effort and facilitate large-scale adoption.

Role Overview

The Org Design Consultant is responsible for supporting the development of the target organizational design for the modernized contact center, including the design and implementation of future-state organizational structures, governance frameworks, reporting lines, and decision-making rights. The consultant will also contribute to key organization design activities, including clarifying roles, accountabilities, and ownership within the new organizational structure.

Key Responsibilities

• Lead the development and documentation of current and target-state organizational structures, ensuring comprehensive org charts, roles/responsibilities matrices, and governance models.
• Synthesize and communicate insights from org design activities, including workforce mapping, gap analysis, and structure optimization, through presentations, status reports, and analysis delivered to VA leadership and project collaborators.
• Guide decision-making to achieve alignment on future-state org design among diverse stakeholders, facilitating consensus on new structures, reporting relationships, and team functions.
• Ensure all technology and workforce enablement initiatives are directly integrated with, and supportive of, the future-state organizational design and capability needs.
• Track and report progress on organizational design milestones, from initial assessment through implementation, using key deliverables and performance indicators to measure the transformation's impact.
• Integrate and synchronize organization design efforts across related contact center consolidation and modernization workstreams, maintaining a unified vision for VA’s future-state organizational structure.

Required Qualifications

• 3+ years of experience, preferably in healthcare, contact center, or technology modernization projects.
• 1+ years of prior work experience in or with the Federal Government.
• 1+ years of experience and aptitude for working and communicating with various diverse stakeholders, teams, and clients face-to-face.
• Demonstrated experience in business process analysis, workflow mapping, and requirements documentation.
• Understanding of contact center operations, technologies, and best practices.
• Excellent communication, facilitation, and stakeholder management skills.
• Proficiency with business analysis tools (e.g., Visio, Excel, JIRA, Confluence).
• Ability to quickly adapt and excel in a fast-paced environment.
• Experience working with Microsoft Word, PowerPoint, and Excel.
• Minimum of a Bachelor’s degree in Business, Healthcare Administration, Information Systems, or related field.
• Must be a US Citizen with ability and willingness to acquire a U.S. Public Trust.

Preferred Qualifications

• Experience supporting operating model design, org structure definition, or organizational transformation initiatives is preferred.
• Experience supporting federal healthcare clients, particularly the VA or DoD.
• Experience with clinical contact center operations and healthcare workflows.
• Experience supporting large-scale organizational transformation initiatives.

Additional Information

• Number of Openings: One (Full-Time)
• Clearance Requirements: Position of Trust (or ability to obtain)
• Location: Remote

Job Summary

The HR Operations Specialist is the first point of contact for employee and manager HR requests through QXO’s HR Service Center. This role delivers Tier 1 case based support across the employee lifecycle by resolving standard inquiries, completing defined HR transactions, and guiding leaders and employees to the right processes, tools, and policies. The Specialist documents work in the case management platform, meets service level and quality standards, and escalates sensitive, complex, or high risk issues to Tier 2, COEs, HRBPs, Employee Relations, Payroll, or Legal based on defined decision trees.

This role is critical to reducing back channel HR requests, improving consistency, and enabling self service by contributing to knowledge articles, templates, and digital workflows.

Key Responsibilities

Tier 1 Intake, Case Management, and Customer Support

• Serve as the primary Tier 1 contact for HR support through the HR case management system and approved channels (portal, phone, email, and messaging as applicable)
• Resolve standard requests related to HR policies, benefits navigation, leave intake and routing, pay, timekeeping, and employee data
• Apply approved scripts, workflows, and decision trees to ensure consistent guidance and case outcomes
• Document cases with complete notes, disposition codes, and audit ready attachments, ensuring accurate categorization for reporting and trend analysis
• Escalate cases that are sensitive, complex, or high risk using defined criteria and warm handoffs to the correct partner group (HRBP, Employee Relations, Payroll, Leave, Total Rewards, Legal)

HR Transactions and Data Quality

• Execute defined employee lifecycle transactions using standard operating procedures, including job changes, transfers, promotions, data changes, leaves, and separations, including coordinating required approvals and documentation
• Enter, validate, and audit employee data in the HRIS to ensure accuracy, completeness, and compliance
• Support employment verifications and personnel record requests in accordance with company policy and applicable requirements
• Maintain transaction quality through checklists and controls, escalating recurring errors or upstream process gaps

Time, Pay, and Leave Support

• Provide Tier 1 support for timekeeping questions and exceptions, including educating employees and managers on correct punches, transfers, and schedules, and partnering with Payroll and Time teams to resolve issues
• Support leave intake and routing for FMLA, ADA, and disability related processes, directing employees to the appropriate leave administrator or internal owner while maintaining privacy and documentation standards
• Explain benefit plan navigation, enrollment steps, and life event changes, directing employees to approved resources and vendor partners as needed
• Identify patterns in pay, time, or leave issues, and escalate systemic defects to functional owners with clear examples and impact

Policy, Risk, and Compliance Triage

• Communicate and reinforce HR policies consistently using approved language, and escalate when interpretation or exceptions are required
• Recognize potential compliance or employee relations risks and escalate promptly following defined thresholds
• Maintain confidentiality and handle employee data consistent with company standards and regulatory expectations

Knowledge, Digital Support, and Continuous Improvement

• Contribute to and maintain knowledge articles, templates, and standard responses to reduce repeat contacts and improve self service
• Tag cases accurately and surface trends, contact drivers, and opportunities for automation, workflow improvements, and policy clarification
• Participate in quality reviews and coaching to improve first contact resolution, cycle time, and customer experience
• Support the evolution of digital Tier 0, including testing knowledge content, validating intent categories, and identifying candidates for automation

Success Measures

• Service level attainment (response time, resolution time) and backlog management
• First contact resolution rate and appropriate escalation quality
• Case documentation quality and audit readiness
• Data accuracy and transaction quality
• Knowledge contribution volume and effectiveness, reduction in repeat contact drivers
• Customer experience results and professionalism

Qualifications

• 2+ years in HR operations, shared services, HR administration, payroll, timekeeping, or benefits support in a high volume environment
• Experience working in a case management platform and HRIS, strong documentation discipline
• Working knowledge of HR policies and common employee lifecycle processes
• Comfort operating with decision trees, scripts, service catalogs, and escalation criteria
• Strong customer service, judgment, and confidentiality
• Bilingual English and Spanish or French Canadian is a plus

Nice to Have

• UKG experience, especially timekeeping or scheduling
• Experience supporting a frontline, multi state workforce and managing high volume seasonal demand
• Experience contributing to knowledge bases or self service portals

QXO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.