What You Will Do:
Under limited supervision of the Director, HRS Operations, plans, organizes, manages, and oversees the operations of the Employee Service Center and the Employee Service Center Representatives, Center of Excellence. Develops policy, procedures, call scripts, and assures that the representatives are educated in all aspects of HR that impact the service center’s operations and services. Establishes and assures high customer service standards; monitors compliance metrics and reports on the performance of Service Level Agreements.
Principal Responsibilities and Task
The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. These are not to be construed as an exhaustive list of all job duties performed by personnel so classified.
Provides leadership on all aspects of the Employee Service Center; develops policy and procedures, call scripts, training and education to staff. Hires, fires, coaches, counsels, and evaluates the performance of all service center staff. Establishes customer service standards and monitors performance against these standards.
Monitors quality and ensures continuity and successful delivery of HR inquiry services to employees and managers. Monitors compliance with Service Level Agreements with customers. May develop customer reporting and present performance to management.
Oversees the Employee Service Center Case Management system and monitors system to assure follow-up and accountability. Develops trending reports and alerts director of case management trends in order to provide consultative services to line management.
Establishes protocols and operational policies and procedures; establishes training function and talent pipeline to assure continuity of services; instills a customer service discipline within the function.
Build and maintain a strong team through effective recruiting, training, coaching, team building and succession planning.
Assess the skills and skill levels necessary to achieve work objectives.
Foster and maintain positive relationships with HR constituents and customer base, serve as an interface between internal/external customers and functional team members to ensure effective definition of, continuous improvement and delivery of HR Contact Center processes.
Based on business needs, negotiate priorities and support requirements with the IT department, functional staff at the field locations and others as appropriate.
Takes responsibility for developing department-based budgets and business recovery planning activities.
Act as a role model for customer-service qualities.
Other duties as assigned.
What You Need to Be Successful:
Education and Experience
Associates Degree in business, psychology, marketing, or other associated degree required
A minimum of three to five years of experience in a call center or equivalent customer service department; service industry or related industry preferred.
Minimum of three years of supervisory experience required.
Knowledge, Skills and Abilities
An understanding of Customer Relations Management is required.
Ability to develop, implement, and modify a case management system.
Ability to motivate employees in a high demand call center.
Excellent presentation skills in order to represent the function to senior HR management and ability to present to other management teams across the system.
Provides direction to the organization.
Creates and takes accountability for organizational targets.
Demonstrates personal commitment and accountability for organizational goals.
Champions employee development.
Able to develop capacity within the organization to continually improve performance.
We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.