Team Lead, HR Access

Overview In accordance with the Vision, Purpose, and Values, and strategic direction of the Island Health (Vancouver Island Health Authority) patient and staff safety is a priority and a responsibility shared by everyone; as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

Responsibilities Reporting to the Coordinator, HR Access, the Team Lead, HR Access, is responsible for supporting the day-to-day workflow of the HR Access Team. The Team Lead monitors workflow issues and/or staff performance concerns and provides reports to the Coordinator. Ensures a fully integrated, high quality and effective service is provided, meeting daily operational and pay day objectives and deadlines in an efficient and timely manner. The Team Lead participates in the department planning process and works with the Process Improvement Analyst and Coordinator to assist with implementation of new processes and ensures adherence to all departmental processes. Makes recommendations for further process improvements post implementation, assisting with updating process documentation as required.

The Team Lead assists with Call Centre administration, pay query administration and making sure that operational flow and requirements of the Call Centre are followed. Conducts on-going audits and assists in creating associated reports according to operational requirements of the Call Centre.

Qualifications Education, Training And Experience A level of education, training and experience equivalent to a Diploma in Business, Finance, Administration, Human Resources or a related discipline.

Skills And Abilities

One (1) to three (3) years' recent related experience preferably and in a complex healthcare setting and/or Call Centre setting and up to one (1) year recent related supervisory experience.

Demonstrated leadership, supervisory, organization and interpersonal skills.

Ability to work successfully within team environment and foster a positive work culture.

Ability to lead, train, mentor and coach.

Strong change management skills.

Proven interpersonal and telephone handling skills including a professional attitude and excellent oral and written communication skills, tact and ability to deal with difficult clients.

Knowledge of employee life events (new hires, position transfers, benefits, retirement, terminations) in a multi-site, multi-union organization applying public sector collective agreements.

Strong computer and keyboarding skills and extensive knowledge of the following applications:

HRIS (Human Resource Information System)

Database and Web-based applications

Complex call centre phone system

Demonstrated ability to operate related equipment and office software such as MS Office (including Word, Excel, Access, Outlook, PowerPoint,) Internet Explorer, HP Open View and various search engines.

Excellent client relation skills including strong written and verbal communication skills and solution seeking approaches to problem solving. Excellent customer service skills including the ability to establish and maintain effective working relationships with all levels of staff, the general public and external agencies.

Demonstrated ability to communicate effectively with others at all levels within the organization and with external agencies and the public.

Ability to set and maintain priorities, meet deadlines; strong multi-tasking skills, and be results oriented.

Ability to act with tact and diplomacy under the work pressures of time and pace with emotional stability

Ability to deal with personal and confidential matters appropriately.

Ability to multi-task and prioritize workload in a large, fast-paced, multi-union high volume environment.

Ability to work efficiently with limited supervision in a team environment.

Excellent keyboarding and numeric skills.

Proven analytical skills with attention to detail.

Physical ability to carry out the duties of the position and to sit for long periods of time in a Call Centre environment

Link To Full Job Description: https://jd.viha.ca/JD4046.pdf

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