Spectrum · 2 months ago
Supervisor, Employee Services Center - Accommodations
Charlotte, North Carolina
Full-time
Onsite
Senior Level
5+ years expSpectrum is seeking a Supervisor for their Employee Services Center to oversee ADA accommodations and guide accommodation coordinators. This role involves monitoring service responsiveness and quality, ensuring compliance with policies, and enhancing the service experience for employees.
Digital EntertainmentInternetTelecommunications
No H1B
Responsibilities
Provide direct supervision and Tier 2 support to Accommodation Coordinators
Oversee lower and mid-tier claims as well as escalated matters within those cases while performing end-to-end case management through implementation, tracking of accommodation transitions, and follow-up within the accommodations tool
Responsible for escalation of issues in a timely manner to ensure an effective end user experience while remaining engaged in resolving the issue
Provide ongoing and back up support for assigned functional Human Resources work team and possesses HR knowledge so that they can cross train coordinators as needed
Maintain and apply knowledge of onboarding and HR programs, policies, benefit plans to quickly resolve customer issues or concerns
Engage key partners as needed, including HR Business Partners, Health Care Providers, Vendor Partners, Employment Law, Compliance and Accessibility teams
Examine medical information to determine if the employee meets the requirements under federal ADA, state, and/or Spectrum requirements for a qualifying condition
Ensure metrics are in place to govern all areas of responsibility, conduct ongoing reporting of compliance performance, analyze reports on behalf of end user, identify issues and recommend changes based on those metrics
Provide excellent customer responsiveness to all communications received from Human Resources, HR Center of Excellence (COE) staff and employees
Establish good working relationships with staff, ESC leaders, HR business partners, hiring managers, benefits, recruiting, security, legal and/or vendors to meet service level agreements and ensure compliance
Ensure timely and accurate decisions on the disposition of pending accommodation requests by investigating discrepancies, following up with employees, HR and/or legal to resolve pending matters
Achieve and maintain expertise to navigate and accurately record information with several business systems/applications to ensure the highest level of data integrity and confidentiality, including HR data (PeopleSoft), leaves time tracking (Kronos), case management tracking (HR Helpdesk), query and reporting tools (PeopleSoft and Excel) and third-party vendor systems support
Provide first level performance feedback to accommodation coordinators and to management on an on-going basis
Identify employee performance issues and work with the Employee Services Center Manager to design, implement and administer performance improvement plans if needed
Assist with training or new hires and participate on interviews of new team members. Oversee scheduling needs for the team
Ensure required documentation is updated and maintained
Qualification
Required
Bachelor's degree in Business Administration, Human Resources or related field or equivalent training, education and experience
5+ years of Proven Human Resources experience preferably in an HR Shared Services/operations center environment
Ability to read, write, speak and understand English
Ability to work a flexible schedule
Ability to problem solve in a high-volume production-oriented environment
Proficient in Microsoft Office programs including Outlook, Excel and Word
High level of analytical and process skills, problem resolution skills
Clear and effective verbal and written communication skills
Ability to maintain confidentiality
Must have functional knowledge of PeopleSoft, version 9.1 preferred
In depth knowledge of FMLA, STD and all other leave processing
Prior experience supervising people and/or third-party vendors
Preferred
PHR certification or continuous improvement experience preferred
1+ years of supervisory or leadership experience
Project management experience preferred
Benefits
Comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.
Company
Spectrum
Spectrum is a cable telecommunications company that offers a range of home entertainment and information services. It is a sub-organization of Charter Communications.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$11.4MKey Investors
North Carolina Department of Information Technology
2023-09-01Grant· $11.4M
2015-05-26Acquired
2007-03-01IPO
Leadership Team
Dinesh Jain
Chief Operating Officer
Ken Guiberson
Group Vice President, Digital Self-Service
Recent News
2026-01-20
2026-01-06
Sports Business Journal
2025-11-08
Company data provided by crunchbase