Descripción de la Oferta

Description

The HR Direct Dial Team Leader provides leadership to the HR Direct Dial call center through effective use of workforce management tools and by providing real time support to Customer Service Representatives. This position is also responsible for performance management of call center representatives, in addition to ensuring that all HR Direct Dial applications are operational.


Responsabilities:

• Uses Workforce Management Tools (i.e. Cisco, Reporting, etc.) and processes to ensure call center resources are available to respond to fluctuations in call volume.
• Provides real time support to Call Center Representatives by responding to escalated issues and working with Subject Matter Expert's to resolve complex inquiries.
• Regularly meets with Customer Service Representatives to provide performance and quality feedback for the purpose of training and development.
• HR Direct Dial Support: Engage with HR Direct Dial Supervisor and Quality Assurance Coordinator in strategic planning. Serve as back up to Supervisor and Quality Assurance Coordinator when necessary
• Monitors HR Direct Dial Systems to ensure functionality and works with proper 2nd level support to resolve issues that may arise.
• Trains new hires and provides process and procedural changes to call center staff.

Qualifications

Requirements:
•Bachelor's Degree or 2+ years of front line leadership experience
•Demonstrated willingness to challenge the status quo and promote change
•Fluency in English and Spanish
•Previous Inbound Call Center experience
•Must be able to balance competing priorities
•Must have strong communication skills
•Strong customer focus and service orientation
•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, and CMS systems)



Preferred Qualifications:
• Previous HR, benefits, or payroll experience
• Computer proficiency with Excel, PowerPoint, and Word
• PeopleSoft experience

Experiencia Requerida

Educación Superior

Lenguajes