Contact Center Analyst, Hourly Support 3, Payroll - Lakeland - Jobs (2024)

Location: Lakeland, FL
Job ID: 29363BR
Department: Finance
Working Hours: 8:00 am - 4:30 pm, Monday - Friday (standard schedule). A flex schedule is offered and an average of 1 Saturday per quarter.
Pay Frequency: Weekly
Date Posted: Jun 20, 2024

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$37 - 51k

Onsite

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Full Time - Regular

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Description

• Responsible for the research and resolution of all incoming associate requests regarding payroll related information and all documents requested on the Payroll Information Request Form
• Responsible for providing first contact resolution and premier customer service to current and prior associates, customers, Time Administrators, along with Retail and Support Management utilizing at least 4 systems simultaneously
• Responsible for analyzing various weekly reports and queries that directly impacts an associate’s payroll record regarding associates’ United Way Records in SAP for reoccurring payments
• Responsible for researching all incoming unclaimed checks from our retail and support locations
• Responsible for providing daily support to team members whose responsibilities encompass minor related payroll tasks
• Responsible for verifying payroll audit trail documents received weekly from retail stores, ensuring that the individual associate at each retail location has authorized each adjustment made to their hours/absence/pay
• Responsible for scrutinizing all payroll checks within specific requirements, which includes completing documented audits, to ensure all payroll checks are properly distributed
• Responsible for monitoring all retail locations to ensure their payroll is submitted in a timely fashion

Required Qualifications

• Two years of customer service experience
• Two years of experience in a call center environment
• Two years of computer experience
• Premier customer service skills
• Strong decision-making skills
• Ability to display confidentiality
• Ability to multi-task and prioritize a large volume of work
• Ability to demonstrate a high level of maturity and tact
• Problem solving skills
• Strong teamwork skills
• Communication skills in both written and verbal format
• Basic knowledge of MS Office Applications
• Must be flexible and highly productive
• Must be self-motivated
• Must be able to work a variable work schedule including overtime and weekends
• The selected candidate for this position must be able to work extended hours (may include early morning and late evening hours during holidays and end of year processing).

Preferred Qualifications

• 2 years of experience in a role interpreting and applying Publix’s Paid Time Off Benefits
• 3 years of customer service experience
• 4 years in a call center environment
• 3 years of computer experience
• Knowledge of Publix Paid Time Off Benefits
• Advanced knowledge of SAP
• Advanced knowledge of FETCH, Oasis, MSS, SIP, Kronos/Dart
• Intermediate knowledge of MS Office Applications

Benefits

• Employee stock ownership plan that contributes Publix stock to associates each year at no cost
• An opportunity to purchase additional shares of our privately-held stock
• 401(k) retirement savings plan
• Group health, dental and vision plans
• Paid Parental Leave
• Short- and long-term disability insurance
• Tuition reimbursem*nt
• Free hot lunches (buffet-style) at facilities with a cafeteria
• Visit our website to see all of our benefits: Benefits – Jobs (publix.com)

Year End Bonus

To reward associates for their contributions to the company for the calendar year, Publix provides a Holiday Bonus in November. In the first year of continuous employment the bonus is equal to 15 hours of pay, and in the second year of continuous employment the bonus is equal to one week’s pay if associate remains employed through issue date of the bonus check. In subsequent years, the bonus is equal to two weeks’ pay.

Additional Information

Your application may have additional steps that you will need to complete in order to remain eligible for consideration. Please be sure to monitor your email, including your spam folder, on a daily basis for critical, time-sensitive emails that could require action within 24-48 hours.

Please do not use your Publix email address when applying. Once your application has been successfully submitted you will receive a confirmation email.

Please note that Publix will not sponsor any hire for this position for a visa or permanent residence.