Heather Foerster

Duties include:

* Ensure efficiency of service center operations, technology, and transaction processes.

* Establish standards and procedures for handling employee questions, transactions, and administration of HR programs.

* Coordinates services with the human resource information systems, HR program manager, and technology specialists.

* Make decisions typically related to schedules, plans, and daily operations.

* Supervise a group of typically support and technical associates; coordinates and provides day-to-day oversight to associates.

* Ensure consistency in execution across the team.

* Hold team members accountable for following established practices.

* Worked with Policy Owners, created documentation and wrote policies governing company processes and practices.

* Held a strong acumen for understanding department segments, and created documentation and wrote policies governing company processes and practices.

* Held a strong understanding for department, segment, and organizational strategies and operating objectives, including their linkages to related areas.

* Made decisions regarding own work methods, occasionally in ambiguous situations, and under minimal direction.

*Followed established guidelines/procedures.

* ensured efficiency of service center operations, technology and transaction processes.

* Followed established procedures for handling associate questions and transactions.

* took escalated supervisor calls with the intent to resolve issues.

* Identified trends within the call center

* Coached and developed associates accordingly.

* Continually monitored the call monitoring system to ensure all associates were following the established processes.

* ensured full coverage through our lines of business which included phone and email coverage.