Absence Management Specialist – Call Center

Stellenbeschreibung:

Acts as the primary point of contact for all leave of absence requests, assisting employees with leave questions, guiding them through the process, and problem‑solving triage.
Handle the leave administration process from the initial notice of the need for leave to the return to work.
Complete eligibility decisions during intake, and gather pertinent data when necessary from the employee, Workday, and AbsenceTracker.
Review leave of absence documentation for accuracy and completeness, and process according to established procedures, including sending required notices and eligibility letters.
Approve or deny requests for leaves of absence based on guidelines and company policies.
Perform leave follow‑ups as required, including recertification of health condition, intermittent and concurrent leave tracking.
Manage the return to work process and support coordination of the return to work with accommodations with customer HR.
Provide top quality customer service and guidance to the customer's employees, managers, and HR, regarding leave of absence cases.

3+ years demonstrated Leave of Absence case management experience required.
Knowledge and experience managing US federal and state leave laws and ADA.
Knowledge and experience managing Canada federal and provincial leave laws.
Experience with customer service technologies (telephony, email, case management) required.
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.
Excellent customer service and communication skills to answer questions tactfully and resolve difficult situations with customer employees.
Demonstrated organizational skills including ability to prioritize workload, balance conflicting priorities, and attention to detail.