Descripción de la Oferta

Description

As the HR Direct Dial (HRDD) Support Center Supervisor, this position leads a staff of 11 support center personnel - 2 exempt and 9 non-exempt, oversees the knowledge database of answers used to provide answers to employees, managers and Human Resource personnel, coaches and develops support center employees and monitors the quality of service provided. This position requires management experience, preferably call center with Human Resources knowledge including benefits, payroll, and performance management. The mission of the support center is to engage employees to deliver business results by providing answers to HR questions allowing employees to focus on the business at hand.


Principal Accountabilities
•Coach, develop and engage a staff of 11 consisting of 1 Team Leads and 9 support center representatives, ensuring that questions are answered timely, accurately and consistently: Communicate clear expectations and perform quarterly updates and annual performance reviews for Team Lead, QA personnel and CSRs to ensure engagement/development and performance standards are met. Oversee staff scheduling for adequate coverage and monitor the call center queue for potential issues. Ensure language skills of team meets the needs of callers seeking assistance for expedited issue management when possible.

•Identify and lead reporting and process improvement initiatives to increase the level of service provided to customers.

•Lead the Quality Assurance and Team Lead professionals to assess appropriate level of staffing and quality of service provided via call monitoring and statistical reporting of staff metrics.

•Partner with HR professionals and subject matter experts to determine the appropriate level of service to be delivered at tier one and tier two. Ensure system and solutions are maintained at an optimum level.

•Participate on projects championed by HRDD or as a participant representing HRDD.

Qualifications

Required Qualifications:



•Bachelor's Degree or 7 years supervisory experience in a service center environment with a large team

•7+ years of professional level experience in business or human resources

•Fluency in English and Spanish

•Experience managing a staff including coaching and formal performance reviews

•Demonstrated experience leading change and improvements in the work environment that promote employee engagement

•Demonstrated learning and execution skills

•Strong business acumen, business partnering skills and results orientation

•Strong leadership skills and the ability to motivate and develop a team for high performance

•Demonstrated ability to successfully collaborate with others both inside and outside the department

•Demonstrated continuous learning and growth

•Excellent oral and written communication skills

•Demonstrated willingness to challenge the status quo and promote change

•Previous Inbound Call Center experience

•Must be able to balance competing priorities

•Must foster an atmosphere of collaboration and trust

•Must be able to maintain confidentiality

•Demonstrated working knowledge of call center tools and applications (i.e. PeopleSoft, Webview, Cisco, Knowledge based systems, SharePoint, CMS systems)

•Excellent customer service, negotiation, and problem solving skills



Preferred Qualifications:

•Experience managing a staff of 10+ individuals, including coaching and formal performance reviews

•Center experience.

•Human resource experience in benefits, payroll or performance management

Experiencia Requerida

Educación Superior

Lenguajes