Administrative Support IV

Alberta Health Services (AHS) is currently seeking a highly organized, meticulous, results-driven, customer service ninja for the role of Administrative Support IV - Employee Services Representative (ESR) within our Human Resources Contact Centre (HRCC) team. This role requires you to work well under pressure in a high-volume Contact Centre environment. You are an invaluable asset to our Human Resources Shared Services (HRSS) department as one of our frontline superstars, providing support to over 100,000 employees who rely on you to help them navigate employee-related concerns. You are fast, efficient, friendly, professional, and gladly welcome the challenge of meeting metric-based daily performance goals. The ESR provides accurate information and resources on a full range of HR topics through analysis, investigation and problem-solving skills to address a variety of issues brought forward by employees, operational leaders, or Human Resources Business Partnerships (HRBPs). You are fluent in organization policies and procedures, collective agreements, and best practices to ensure that the most informed solutions are provided. An excellent communicator, you possess the ability to build and foster strong working relationships with various stakeholders internal to the organization as well as external third-party providers. ESRs must be able to quickly learn and apply extensive organizational knowledge of programs, processes and systems pertaining to the administration of payroll, human resources, pension, benefits, and recruitment. Employees and leaders look to you for your professional advice and knowledge, and in some cases, you may be required to escalate issues in an extremely timely manner. If you are passionate about providing excellence in customer service in a metric-driven environment and can provide fast, friendly service. We want you on our team!

As an Administrative Support IV, you will require advanced administrative or specialized skills and knowledge to support complex procedures, practices and initiatives within a department or program.

Some post-secondary education.

Minimum of two (2) years’ of extensive metrics-driven customer service-centered, inbound Call Centre experience in the last 5 years. Demonstrated ability utilizing advanced problem-solving skills. Completion of an HR Certificate will also be considered. A demonstrated clear pattern of professional and personal development. Experience in Microsoft Office package. (The incumbent may be required to complete and pass a Microsoft Office skills assessment.) Ability to type at least 50 words per minute. (The incumbent will be required to complete and pass a typing assessment.) Fluent in written and spoken English.

Experience working with PeopleSoft. A minimum of one (1) years’ experience in the last five years working in Human Resources, Payroll or Benefits.