Location(s): MN - Minneapolis
Are you looking for an exciting job where you can put your skills, talents and education to work at a company you can feel proud to be a part of? Do you want a workplace that will challenge you and offer you opportunities to learn and grow? A professional position at Xcel Energy could be just what you’re looking for.
Provide overall supervision and support to the HR Service Center (HRSC) and Fulfillment staff. Manage service levels to ensure that department goals are accomplished, and pay and benefits are processed in accordance to the law. Lead the HRSC employees to promote self-sufficiency. Ensure quality customer service, accuracy of information provided to callers, and appropriate distribution of work. Create developmental opportunities for employees to strengthen their capabilities and encourage growth within the organization. Participate in formulating HRSC goals and support the vision and strategic priorities of the HRSC as it relates to effectively delivering HR programs and customer service to employees, retirees and management.
Lead the HR Call Center and Fulfillment employees with their daily work assignments, , handle escalated calls and complex issues. Solve difficult problems with creative and effective solutions. Identify underlying problems and patterns; gathers relevant information; thoroughly investigates issues and transactions when necessary. Ensure adherence to governmental regulations and Plan documents (ERISA, FMLA, HIPPA, FSLA, COBRA) in relation to human resources (HR) pay and benefit administration.
Identify and training needs to ensure employees have knowledge of job expectations, an understanding of the programs, and products and services offered and enhances customer service skills. Facilitate the coordination, development and implementation of training materials/programs with the quality and training coordinator for new business products and processes to ensure information is delivered timely. Maintain case management system and report on call volumes, make suggestions for improvement.
Responsible for the management of employees. Effectively attract, recruit, select and retain employees. Manage employee performance through goal setting, feedback, and recognition. Creates and executes development plans. Provides coaching to improve performance. Provide recommendations and/or set expectations for performance improvements related to quality, quantity, and documentation of customer contacts.
Develop, analyze and communicate HRSC team performance metrics, service level agreements, and other productivity metrics. Make adjustments based on data to ensure maximum efficiency in the delivery of HR services.
Manage HRSC staffing and scheduling to ensure adequate coverage for phone scheduling, which includes approval of time off requests and rearranging duties as necessary due to planned or unanticipated time off.
High school degree or equivalent required, with preference for college degree.
At least three years of supervisory experience or a combination of supervisory experience and project lead experience.
At least two years of experience in a call center customer service environment.
In-depth knowledge of HR Call Center operations
Knowledge of Microsoft office applications
Must be customer focused and results oriented with excellent verbal and written skills
Associate's or Bachelor's degree
Experience with call center statistics and scheduling
Work experience in the HR Call Center at a supervisory level
As a leading combination electricity and natural gas energy company, Xcel Energy offers a comprehensive portfolio of energy-related products and services to 3.4 million electricity and 1.9 million natural gas customers across eight Western and Midwestern states. At Xcel Energy, we strive to be the preferred and trusted provider of the energy our customers need. If you’re ready to be a part of something big, we invite you to join our team.
Posting Notes: MN - Minneapolis || MN - Minneapolis || United States (US) || Utilities and Corporate Servic || 85210:HR Operations || Full-Time || Non-Bargaining ||
Requisition Number: 12685
Equal Opportunity Employer: Minority/Female/Disability/Veteran
Individuals with a disability who need an accommodation to apply please contact us at email@example.com