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Data Management & Customer Service Team Lead

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Human Resources
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JOBREQ1800012066 Requisition #
Thanks for your interest in the Data Management & Customer Service Team Lead position. Unfortunately this position has been closed but you can search our 0 open jobs by clicking here.

REQUIREMENTS
  • Oversee teams of multiple language based PeoplePulse Support Center representatives to meet expected inquiry resolution metrics and satisfy operational requirements of regional HR customers

  • Supervise regional representatives across multiple languages on inbound channels such as phone, chat, and case management, ensuring transaction quality and efficiency to meet business needs

  • Provide exceptional HR services to a variety of regional customers including employees, managers, business leaders, vendors, etc.

  • Interpret, communicate, and apply PeoplePulse Support Center objectives, policies, and procedures within interaction center

  • Use expertise of procedures, policies, knowledge database, other reference materials, and judgment to assist in resolving complex issues

  • Oversee team productivity and manage communication and information flow to increase efficiency across multiple language based teams as well as peer teams in data management

  • Work with Supervisor to develop a resource plan and partner with the Operations Management team to create resource forecasting and schedules to meet projected volumes

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

  • Analyze operational performance against established metrics

  • Recognize and communicate unusual events affecting customer service

  • Work with Supervisor to makes adjustments to process and resource allocation where necessary, to ensure client needs are being met

  • Identify and drive opportunities for continuous improvement; champion execution of continuous improvement initiatives



SUCCESS FACTORS
 
  • Bachelor’s degree in Human Resources, Business Management or relevant field or commensurate work experience

  • Minimum three to five (3-5) years’ experience in HR / customer service

  • Minimum of one (1) year experience in a customer interaction (contact) center

  • Knowledge and understanding of Human Resources and other related areas is preferred

  • Experience working with solution center technologies (e.g., telephony system, case and knowledge management such as ServiceNow) required

  • Experience with HR systems such as Workday is desirable

  • Experience with Lean and continuous improvement projects preferred

  • Experience developing and implementing customer service strategies

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

  • 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 preferred

  • Proficiency in English is required
  • Proficiency in French is desirable
  • Ability to manage resources across multiple languages and leverage their support when translation is required

  • Strong analytical skills, attention to detail
  • 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

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