Description

Designs the employee support model: intake channels, categories, triage, escalation, SLAs.
Stands up tooling, knowledge base, FAQs and scripts; stays aligned to employee comms.
Runs daily issue huddles and reporting to the IMO; manages surge around payroll dates and C-Day.
Plans command center wind-down and handoff to HR and IT.
Qualification - Knows HR, payroll and benefits processes; familiar with ITSM practices (ITIL).
Qualification - Experience with union and multi-state workforces.
Qualification - Exprienced with Carveout transactions

Note: Also in need of Command Center analysts 
Responsibilities include:
Answers employee questions by phone, email and portal: payroll, benefits, access, devices.
Logs, categorizes and routes cases; follows escalation paths.
Keeps knowledge base current; flags trends.
Supports on-site enrollment sessions if needed.
Qualification - Case-tool experience (ServiceNow, Freshservice, Zendesk or similar).