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HR Supervisor
InfoQuest Consulting Group Inc. —Research Triangle Park, NC
- Email
- Mid-level
- 3 years
- Analysis skills

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HR Supervisor

InfoQuest Consulting Group Inc.
Research Triangle Park, NC

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Job Details

Contract

Qualifications

Customer communication
Managing human resources teams
Managing teams in a customer support role
Team leadership
Spreadsheets
Word embeddings
HR systems (technically supported)
Frontline customer support management
Payroll systems
Team development
Supervising experience
Help desk systems
Leading team collaboration initiatives
Presentation creation
Productivity software
Associate's degree
Call center management
Team building
Analytics

Full Job Description

Duration & Type: 12 months Contract with a major pharmaceutical client

Location: Research Triangle Park, NC (100% Onsite)

Responsibilities:

Supervises, manages call center staff and processes in HR Connect supporting Employees, HR, Payroll, and Benefits inquiries.
Oversees the customer service operations in support of HR Connect customers including employees, managers, HR Business Partners, former employees, and others.
Serves as a second-level point-of-contact to resolve escalated items and provide accurate, responsive and efficient communication to ensure resolution in a timely manner.
Collaborates with COEs to influence effective, efficient and customer focused HR Connect Services.
Works with subject matter experts to ensure HR Connect knowledge base is current and staff is adequately trained.
Prepares and distributes regular metrics reports to leadership on HRSC performance and trends including SLAs.
Maintains ownership of HR Connect business processes. Develops and maintains standard operating procedures (SOPs) with internal controls.
Ensures positive work environment, models and coach staff on excellent customer service, identify and recommend areas for improvement, planning and defining performance goals to set high performance measure with clear objectives.
Creates a schedule to meet projected call volume and to operate within established service level agreements.
Monitors active and inactive customer cases to identify trends and address root causes.
Manages projects involving employee and management communication in support of HR initiatives.
Solicits customer feedback and meets with stakeholders to ensure a quality customer experience.

Required:

Education: Associates degree with supervisory experience
3 years of call center supervisor experience.
Experience with call management software and case management tools, HR information systems (ADP Enterprise HR, SAP, Cisco , Neocase, a plus).
Strong knowledge of Human Resources, Payroll and Benefits including policies, programs, and operations.
Must be proficient in Microsoft Word, Excel and PowerPoint.
Must be able to develop spreadsheets, presentations and documents.
Strong analytical, verbal and written communication/customer skills.
Strong leadership, team building, effective time management skills and attention to detail.
Flexible, works well under pressure, and can readily adapt to change.
Frequently interacts with others, relates sensitive information to diverse groups through spoken/written words.

For consideration, please send resume to [email protected]

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