Leave of Absence Team Lead

Wawa, Inc.

About The Position

The Leave of Absence Team Lead serves as the operational lead for LOA case management and provides direct supervision to Leave of Absence Specialists. This role is responsible for mentoring, training, and holding LOA Specialists accountable for performance and service standards. The Lead manages complex and high-risk leave scenarios, ensures compliance with company policy and applicable regulations, and supports the Supervisor of Leave of Absence in the administration of all leave programs. Acts as a resource for escalated cases, drives consistency in case management, and contributes to process improvements.

Requirements

In-depth knowledge of ADA, FMLA, USERRA, and other relevant regulations pertaining to paid and unpaid leaves of absence.
Strong leadership, mentoring, and coaching skills.
Excellent organizational skills and attention to detail.
High level of professionalism, confidentiality, and discretion.
Ability to manage multiple priorities in a fast-paced, high-volume environment.
Excellent written and verbal communication skills tailored to a diverse audience.
Strong capacity to balance associate advocacy with risk and compliance.
Self-motivated with independent critical thinking and problem-solving skills.
High volume customer service experience.
Bachelor’s degree preferred or equivalent professional experience.
3–5 years’ experience in leave of absence management, with demonstrated leadership or supervisory responsibilities.
Comprehensive knowledge of HR leave laws, ADAAA, and applicable state/federal regulations.
Experience with leave of absence systems and HR systems.

Nice To Haves

CLMS, CPDM, or other relevant certification preferred.

Responsibilities

Directly supervise Leave of Absence Specialists, including responsibility for hiring, onboarding, training, coaching, and performance management.
Participate in workforce planning and staffing decisions in collaboration with the Supervisor of Leave of Absence.
Manage the leave of absence department services and ensure all operations fall within defined standards (service level, quality, response time, processes…)
Monitor daily activities of the team to ensure desired productivity and customer service goals are met.
Serve as the primary operational lead for LOA case management, overseeing the day-to-day activities of Leave of Absence Specialists.
Serve as a subject matter expert for company leave programs and the central point of contact for all Leave of Absence related escalations.
Monitor and analyze contact volume to ensure proper staffing levels and availability to maintain service levels.
Manage complex, high-risk, or escalated leave cases, including those involving ADA, FMLA, USERRA, and other applicable laws.
Consult with and advise associates, managers, and HR partners regarding eligibility, qualification requirements, and the interactive process for leave and accommodations.
Review and approve/deny leave requests based on relevant medical information and compliance requirements.
Ensure accurate and timely documentation of all leave cases in the leave administration system.
Collaborate with the Supervisor of Leave of Absence to monitor team performance, identify training needs, and implement process improvements.
Ensure current knowledge of Federal, State and local regulatory requirements impacting leaves of absence including State paid leave programs (i.e.: NJ Paid Family Leave).
Recognize and analyze key trends and recommend solutions.
Support the Supervisor in maintaining compliance with federal, state, and local leave regulations, and in preparing for audits or legal matters.
Facilitate team meetings, share best practices, and foster a collaborative team environment.
Escalate critical or high-risk cases to the Supervisor or HR leadership as appropriate.
Provide overall direction and support for team and monitor and assess individual work in accordance with high standards of excellence.
Provide feedback, coaching, support, opportunities for development, complete performance appraisals, take corrective action when appropriate, and participate in hiring decisions.