Data Management & Customer Service Team Lead
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- JOBREQ1800012066 Requisition #
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
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
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