Customer Service Supervisor

Partner with leadership to launch a brand-new customer interaction center as part of the roll out of the PeoplePulse Support Center within HR

Lead customer interaction center team leads and representatives to meet expected inquiry resolution metrics and satisfy operational requirements

Manage regional representatives on inbound channels such as phone, chat, and case management, ensuring call and chat quality and efficiency to meet business needs

Ensure consistently exceptional customer service to a variety of customers including employees, managers, business leaders, HRBPs, vendors, etc.

Interpret, communicate, and apply service center objectives, policies, and procedures within interaction center

Assist in resolving complex issues and inquiries

Oversee team performance and manage communication and information flow between language teams and in coordination with data management team counterparts to increase efficiency across functional and language based service delivery

Coach and develop interaction center staff - may lead training and development activities

Develop a resource plan and partner with the Operations Management team to create resource forecasting and schedules to meet projected volumes

Makes adjustments to process and resource allocation in consultation with PeoplePulse Support leaders, where necessary, to ensure client needs are being met

Periodically monitor live calls and email responses to identify opportunities for process / quality improvements

Analyze operational performance of the customer interaction center against established metrics

Recognize and communicate unusual events affecting customer service

Identify and drive opportunities for continuous improvement

Appropriately balance the needs of the business and the need of HR service customers and drive the customer experience strategy.

Bachelor’s degree in Human Resources, Business Administration, Finance, or related field or equivalent work experience

Minimum five to seven (5-7) years of experience in Human Resources

Experience managing a customer interaction [contact] center

Minimum one to two (1-2) years in a supervisory position or operational management

Ability to consistently deliver high quality customer service, measured through metrics and SLAs

Experience with Lean and continuous improvement projects preferred

Experience developing and implementing customer service strategies

Experience working with customer service technologies (e.g., case and knowledge management systems, telephony) required

Experience in HR information systems such as Workday HCM is preferred

Experience developing and managing teams utilizing metrics to ensure high levels of efficiency and customer service

Knowledge of Human Resources policies, practices, and procedures, legal and regulatory requirements helpful

Excellent verbal and written communication; ability to develop and deliver verbal and written communications which convey complex information in a simple, easily understandable manner

Ability to multi-task in a fast-paced environment

Strong problem-solving and troubleshooting abilities

Ability to handle confidential and sensitive information

Ability to maintain patience, commitment, and effectiveness when challenged by difficult situations

Ability to maintain objectivity under pressure