Team and Stakeholder Management

• Leads a team of associates in the optimal execution of HR contact center operations activities (i.e., taking calls, addressing HR concerns via Chat or Ticketing tool, etc.). Ensures that each team member meets/exceeds their goals and metrics on a daily, weekly, and monthly basis
• Perform day-to-day Employee Service Center (ESC) operations, functions, and duties ensuring adherence to service level standards and metrics
• Participate in ad hoc projects about Human Resources and office-wide issues
• Follow the defined ESC processes. Cooperate on focused process efficiency, monitoring of workload, and the implementation of the improvement projects
• Identify potential for better team efficiencies and agree with the leader on their implementation
• Facilitate monitoring of team’s tasks and accurate entry of completion in trackers
• Sharpen expertise and deep knowledge of HR issues to gain credibility in different areas
• Enrich the processes and the value-added services for the internal customer
• Facilitate professional excellence through quality delivery of ESC tasks, expertise in process mapping and process designing
• Adapt, communicate, and implement the strategic direction of ESC operations to ensure adherence to global policies and processes
• Create and implement short-term tactical plans to meet SLA performance metrics and financial targets through the efficient use of human resources, technology, and maximization of workforce
• Provide feedback and input for improvement of all programs, processes, and policies, and be accountable for driving consistent, standardized, and effective HR service delivery