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Job Summary

Administrator, Attendance Management – United States is responsible for handling employee leave and attendance guidelines and policies. The role performs intake for employees requesting leave for sickness, Family and Medical Leave Act (FMLA) leave or other non-contractual absences in a 24/7 call environment. Furthermore, the role determines the eligibility and appropriately monitors and administers CN’s Attendance Guidelines. 

Main Responsibilities

Absence Administration

·       Perform intake for employees requesting leave for sickness, FMLA leave, or other non-contractual absences in a high call volume environment

·       Triage calls and appropriately classify all absences by obtaining complete and often sensitive or private information from employees for determining leave eligibility

·       Analyze and administer leave requests in compliance with federal and state law and with CN’s Attendance Guidelines, with a clear understanding of FMLA qualifying absences and the eligibility requirements  

·       Act as a Subject Matter Expert (SME) in AMC Guidelines interpretation and applications, in conjunction with CN’s collective agreements

·       Log all calls, communicate and escalate accordingly

Attendance Management

·       Support field managers by developing documents and support materials for coaching and counseling or disciplinary actions

·       Leverage case management software to track employee absences, compliance, and violations

·       Determine and advise function of potential absence violations

·       Respond to employee and leader absence requests and inquiries

·       Analyze varied information regarding Human Resources (HR), leave and other employment law, to make decisions and recommendations on complex cases

·       Respond to questions from outside authorized people and agencies with respect to employee data by examining employee files and records

·       Demonstrate ownership of customer satisfaction by fully and completely resolving each employee inquiry, regardless of issue-type

Process Alignment and Best Practices

·       Interact with Operations supervisors and managers regarding employee leaves and attendance

·       Interact with HR and Labour Relations (LR) colleagues as well as CN legal counsel on questionable or escalated cases

·       Handle integration of single day absences into existing Medical Leave and On-Duty Injury processes and policies

·       Develop a rapport with employees and explain absence classifications, leave decisions, federal leave laws and CN’s Attendance Guidelines in an effective manner

·       Develop and maintain productive relationships with team members and other HR and non-HR (i.e., Payroll) stakeholders, and leverage relationships to collaborate on complex inquiries ensuring service quality and accuracy

Working Conditions

The role has standard working conditions in an office environment and operates in a 24/7 structure, consisting of 12-hour shifts on a rotating schedule. The role requires evening, overnight, holiday and weekend work. Due to the nature of the role, the incumbent must be able to meet tight deadlines, handle pressure, and stress.

Requirements

Experience

Customer Service

·       Minimum 3 years of customer service experience

o    Experience working in a union environment

o    Experience in handling sensitive and confidential matters

o    Experience working for Transportation or Rail industry or similar 24/7 operation environnement

o    Minimum 2 years of experience in relevant HR or Leave Administration*

o    Previous high-volume contact centre experience*

o    Previous HR experience*

o    Previous FMLA and the Americans with Disabilities Act (ADA) experience*

*Any experience for these above would be considered as an asset

Education/Certification/Designation

·       Bachelor’s Degree in Human Resources*

 

*Any designation for these above would be considered as an asset

Competencies

·       Demonstrates active listening

·       Identifies needs and finds solutions to create value for all stakeholders

·       Collaborates with others and shares information

·       Seeks and values all perspectives

·       Promotes diversity and equity

·       Creates a sense of belonging and inclusion

·       Sets direction and inspires others

·       Communicates with impact

·       Delegates and empowers others to create accountability

·       Develops self and others

·       Provides recognition

·       Demonstrates agility and drives change

·       Applies critical thinking

Technical Skills/Knowledge

·       Knowledge of Outlook, Excel, Qcera/Itimebank Software or other Leave Administration Software

·       Working knowledge of Crew Management Systems, or similar time keeping Human Resources Information Systems (HRIS)

·       General understanding of HR policies and processes

·       General Microsoft Office skills

·       Knowledge of case management systems and processes

·       Working knowledge of the federal (FMLA) and state family leave laws, as well as other statutory leaves in all covered CN work States*

·       Working knowledge of HR employment law, including as it relates to leaves, disability and Health Insurance Portability and Accountability Act (HIPAA)*

About CN

 CN is a world-class transportation leader and trade-enabler. Essential to the economy, to the customers, and to the communities it serves, CN safely transports more than 300 million tons of natural resources, manufactured products, and finished goods throughout North America every year. As the only railroad connecting Canada’s Eastern and Western coasts with the Southern tip of the U.S. through a 19,500 mile rail network, CN and its affiliates have been contributing to community prosperity and sustainable trade since 1919. CN is committed to programs supporting social responsibility and environmental stewardship. At CN, we work as ONE TEAM, focused on safety, sustainability and our customers, providing operational and supply chain excellence to deliver results.