Leave of Absence Supervisor

Position Summary/Objective

The Leave of Absence Supervisor role is crucial in managing and coordinating the support team and employee absences.  The role is responsible for ensuring compliance with relevant US and Canadian leave laws and company policies to support customer’s employees. Responsibility includes leading the leave operations and activities for the team, managing and resolving escalations from the leave specialists and customer employees, training the leave team on processes, policies, and compliance.

Essential Functions/Duties/Responsibilities

• Supervises the day-to-day operations of their team, escalating issues to the appropriate level of support and/or leadership when necessary.
• Ensures direct reports complete assigned responsibilities in a timely and effective manner to provide the highest level of customer service for the business.
• Ensures the training, development, and performance of their direct reports to retain a motivated, professional workforce.
• Establishes, communicates and evaluates job responsibilities and performance expectations to their direct reports to ensure mutual understanding and desired results.
• Identifies training and development opportunities that will assist their direct reports in achieving enhanced performance.
• Train and mentor team members while conducting quality assurance audits to ensure accurate and timely customer experience.
• Collaborate with Leave of Absence Manager to allocate resources effectively.
• Monitor for and support continuous improvement.

Competencies

• Preserves confidentiality of employee medical documentation with an understanding of HIPAA requirements.
• Demonstrated critical thinking, strong attention to detail, and problem-solving skills.
• Self-directed and results-oriented with the ability to be proactive and take initiative.
• Effective and clear communication skills via telephone and email.

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Qualifications and Experience

• 5+ years leading an HR or leave of absence services team while focusing on quality assurance.
• Prior experience working in an HR call center environment and managing customer escalations.
• Prior experience communicating with customer HR contacts.
• 3+ years demonstrated Leave of Absence case management experience required.
• Knowledge and experience managing US federal and state leaves and Canadian provincial leaves.
• Ability to identify and resolve problems in a timely manner; appropriately gather and analyze information and apply creative talents to problem solving.
• Able to quickly and accurately research issues and propose appropriate leave recommendations.
• Demonstrated organizational skills including ability to prioritize workload, balance conflicting priorities, and attention to detail.

Preferred Skills

• Experience with Workday preferred.
• Experience with AbsenceTracker leave platform a plus.
• Certification in Leave Management and/or the ability to obtain such within 12-18 months on the job.
• Conflict management and problem-solving skills.
• Flexible in a changing environment.
• Proficient working knowledge of Microsoft Office applications (Outlook, Word, Excel, PowerPoint).

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