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Teleperformance USA LOA Administrator in Des Moines, Iowa

Overview:

Coordinating support for all leave of absence (LOA) requests with our third-party administrator. You will effectively manage all employee leaves to ensure compliance with the Family and Medical Leave Act, ADA, related Federal and state employment laws, and company guidelines.

You will respond to all related inquiries and document case information within specified SLAs, track all LOA's and subsequently confirm return to work status while providing the best experience to our employees.

Responsibilities:

  • Administer LOA programs and coordinate with our third party administrator while acting as the initial point of contact for employees.

  • Communicate with employees to clarify policy, eligibility criteria, and other program elements while providing exceptional customer service, meeting SLA's, and documenting all cases.

  • Function as a SME regarding all Federal and state leave management laws and guidelines.

  • Administer Family Medical Leave Act to include auditing hours taken for intermittent leave while assisting appropriate leadership with cases of potential abuse.

  • Track LOA's using appropriate reporting to initiate return to work process.

  • Proactively communicate any accommodation and return to work information as appropriate to employee's supervisors/managers.

  • Be responsible for drafting any correspondence required to prompt employee return.

  • Proactively coordinate with the HR Knowledge Center team, Manager of Benefits Administration, and the Legal Department regarding complex cases to mitigate risk of non-compliance.

  • Initiate termination process in conjunction with Operations / departmental leadership if an employee fails to return from leave.

  • Meet all required SLAs associated with managing LOA programs and documenting cases.

Qualifications:

  • Bachelor's degree in Business, Human Resources, or equivalent experience

  • 3-5 years of experience in managing leave cases preferred.

  • Comprehensive knowledge of LOA laws at Federal, state, and local level.

  • Excellent Organizational skills to track large number of LOA's, coordinate returns, extensions, etc.

  • Strong critical thinking skills and ability to use thoughtful judgment on complex and sensitive issues.

  • Ability to analyze, problem solve, and manage multiple priorities in a fast-paced environment.

  • Outstanding communication skills, both verbal and written, with diverse groups of associates.

  • Ability to work independently or with a team.

  • Ability to adapt and effectively manage change.

  • Ability to do business with an absolute commitment to the TP USA Values.

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