HR Contact Center Operations Manager
3 weeks ago
HR Contact Center Operations Role
We are seeking an HR Contact Center Operations professional to join our team at Ayuda Business Management solution Inc. This role is responsible for conducting or overseeing investigations and consulting with legal counsel as necessary. Additionally, the HR Contact Center Operations Manager will develop, monitor, and adhere to the department's annual budget. They will also supervise and develop subordinate staff, take ownership of the HR Contact Center knowledge management process, and confirm service level agreements are met, providing end-to-end customer support.
Responsibilities
- Conducts or oversees investigations and consults with legal counsel as necessary
- Develops, monitors, and adheres to department annual budget
- Supervises and develops subordinate staff
- Takes ownership for HR Contact Center knowledge management process
- Confirms service level agreements are met and provides end-to-end customer support
- Handles all types of enquiries from first contact, registration, escalating, and resolving queries in a professional and efficient manner
- Supports internal customers on HR Portal navigation and other relevant on-line tools for the completion of self-service transactions
- Provides transaction and administrative services for in-scope processes
- Gathers customer data where required
- Escalates cases where guidance or clarification of policies and procedures is required
Qualifications
- Must be proficient in MS Excel and have the ability to create macros, must be proficient in MS PowerPoint
- Ability to work in a remote team environment across sites
- Customer Service - delivers service in role with the customer at the heart
- Minimum 5-7 years' demonstrated interface design and support experience, with the ability to read and write functional specifications
- Experience with HR Contact Center technology
- Bachelor's degree in Human Resources or a related field and 5+ years of Human Resources generalist experience required or an equivalent combination of education and experience
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