HR Coordinator, Leave of Absence

ABM is hiring an HR Coordinator, Leaves of Absence! This role serves as the first point of contact for all LOA related requests for employees, managers, and external stakeholders and provides support for LOA related inquiries in the Shared Services Center. This team member is required to provide exceptional customer service and accurate information regarding LOA policies, processes, and procedures while documenting all interactions with ABM team members at all levels. Bilingual ability (English/Spanish) is required.

This is a Hybrid Role (Mon-Thu in office) base in our office located at 14141 Southwest Freeway, Sugar Land, TX 77478!

Essential Functions:

• Manage a high volume of incoming phone calls and emails while providing excellent customer service and assisting team members by filling out the Leave Intake form.
• Inform team members about leave types and eligibility to determine accurate leave case initiation.
• Provide team members with precise, consistent, and timely responses regarding LOA-related inquiries on policies, processes, and procedures, with the goal of solving the question or issue at the first initial contact.
• Process LOA transactions by navigating through different systems and ensuring team members’ status is up to date.
• Handle customer complaints by providing appropriate solutions and escalating through proper channels as required.
• Properly document each interaction, preserving accurate case data and updating in a timely manner according to service level agreement for precise reporting of metrics / KPIs.
• Follow communication procedures, guidelines, and policies.
• Meet personal and team quality assurance targets.
• Develops and maintains a trusted relationship with all stakeholders all through the process, i.e., other TA leaders, hiring managers, and human resources by consistently collaborating as often as needed.
• Maintain a high level of accountability with the delivery and execution of communication to all stakeholders.
• Provide insights and recommendations on LOA strategies and best practices that contribute to the overall achievement of our vision: Deliver a world-class customer experience to the following stakeholders: candidates, team members, and HR business partners.
• Maintain 100% compliance in accordance with pertinent HR and LOA laws.
• Sustain a proficiency level with prioritizing responsibilities and maintaining a workload as assigned.

Qualifications – Education & Experience:

• 2 years of high-volume administrative experience.
• 1 year of proven customer care experience.
• Bilingual (Spanish/English) is required.
• High School diploma required; some college preferred.
• Excellent verbal / written communication skills.
• Proficiency in Microsoft Office 365 is required; including Outlook, Word, and Excel.
• Ability to maintain a high level of confidentiality.
• Proficiency with call management applications and ability to navigate multiple systems while on a call.

Qualifications – Other Skills, Abilities & Knowledge:

• Attention to detail with exceptional organizational and time management skills
• Excellent interpersonal and verbal and written communication skills

Working Environment and Travel Requirements:

• Open office environment
• Workways: Hybrid (4 days in the office each week). This Workway is subject to change based on the needs of the business.
• Minimal travel expectations

Benefit Information: ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM 2025 Employee Benefits | Staff & Management