HR Contact Center Resume Samples

The Guide To Resume Tailoring

Guide the recruiter to the conclusion that you are the best candidate for the hr contact center job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies

Tailor your resume & cover letter with wording that best fits for each job you apply

Resume Builder

Create a Resume in Minutes with Professional Resume Templates

CHOOSE THE BEST TEMPLATE - Choose from 15 Leading Templates. No need to think about design details.

USE PRE-WRITTEN BULLET POINTS - Select from thousands of pre-written bullet points.

SAVE YOUR DOCUMENTS IN PDF FILES - Instantly download in PDF format or share a custom link.

Create a Resume in Minutes

T Schumm

Thea

Schumm

414 Janet Cliff

New York

+1 (555) 704 3733

414 Janet Cliff

New York

Phone

p +1 (555) 704 3733

Experience Experience

Detroit, MI

HR Contact Center Representative

Detroit, MI

Bergstrom LLC

Detroit, MI

HR Contact Center Representative

Provide general troubleshooting tips on how to successfully navigate Workday
For improvement to HR, Handle telephone calls and e-mail's queries into the EHRSC
Follow business controls guidelines, corporate instructions and internal processes during work
Log and track enquiries through to resolution using workplace processes and guidelines
Communicate effectively to our customers on HR policy and processes, providing education where necessary
Participate in information sharing with other members of the team. Identify trends and pass recommendations Case Management SMEs
This involves working closely with client HR teams in various countries

Detroit, MI

Manager of HR Contact Center

Detroit, MI

Anderson-Abbott

Detroit, MI

Manager of HR Contact Center

Resolves all escalated queries and support including health and retirement benefits, leave program, recruitment, new hires, onboarding, and employee records
Responsible for the training, coaching and development of direct reports
Establishes and monitors all metrics to track process effectiveness, efficiency, and quality of transactions including all reports
Manages relationships with other Talent Directors and Managers and organizes training from other Talent Departments for HR4U Contact Center Staff
Triages escalated medical/pharmacy/psychiatric employee issues to Executive Director, Health and Benefits
Participates in strategic planning and leads HR4U specific oversight and development of ongoing contact service strategies, including maximization and use of contact center technologies, processes, and staff
Provides leadership and oversight of HRU Contact Center operations including: forecasting, staff planning, scheduling, quality performance monitoring, ongoing performance improvement processes, hiring/staffing counseling, and development of HR4U Contact Center staff

present

Detroit, MI

HR Contact Center Specialist

Detroit, MI

Cormier LLC

present

Detroit, MI

HR Contact Center Specialist

present

Provide navigational assistance for HR applications - support via email, chat and phone
Gather and analyze information and make fact-based decisions, working directly with HR to ensure and confirm expected results are achieved
Work within a call center environment, where the majority of daily work is completed via telephony technology
Ensure customer is provided timely updates on the request
Provide excellent customer service in a timely and accurate manner
Contribute to Kaizen culture by identifying opportunities to improve
Adhere to prescribed Standardized Work and support in keeping the documentation up-to-date

Education Education

Bachelor’s Degree in Business

Boston University

Bachelor’s Degree in Business

Skills Skills

Strong technical skill and strong second/third language capability are an advantage
Strong attention to detail
Language skills: Fluent communication skills in the language for the supported country as well as English. Excellent skill paying attention to all audience
Working knowledge of Salesforce.com cloud solution
Accuracy and attention to details because of sensitive Client information
Highly organized
Highly customer service oriented
Excellent communication skills
Ability to work well under pressure
Ability to work in a fast paced environment

Create a Resume in Minutes

8 HR Contact Center resume templates

Read our complete resume writing guides

HR Contact Center Representative Resume Examples & Samples

For improvement to HR, Handle telephone calls and e-mail's queries into the EHRSC
Support other HRC Departments with Compliance Test or any other activities upon management request
Language skills: Fluent communication skills in the language for the supported country as well as English. Excellent skill paying attention to all audience
Adaptability to an ever changing environment
Computer literacy in Excel, Explorer
Full command of the target language (English, Portuguese and/or French)
Computer literate (Internet Explorer, Excel, Word, Acrobat, Power Point)
Ability to work well under pressure
Fast learner
Previous Contact Center Experience is desirable
Strong technical skill and strong second/third language capability are an advantage

HR Contact Center Representative Resume Examples & Samples

85% of Time - Inquiry Management
Own the employee relationship as the primary contact for all employee/customer inquiries concerning HR-related programs, policies and tools; provide consistent and fair responses
Utilize Knowledge Base to manage all inquiries that can be resolved during phone call or that require basic investigation to provide resolution; proactively utilize all resources available
Drive employee self service (ESS) and manager self-service (MSS) to support initiation of transactions in Workday; supports change management activities ongoing following system launch
Provide general troubleshooting tips on how to successfully navigate Workday
Complete necessary research to advance inquiries that are complex or have individual focus to HR Specialist or identified SME
Manage all supported channels (phone, email, employee self-service, postal mail, fax) and have the ability to prioritize activities based on guidelines
Utilize case management skills to ensure timely responses and ensure achievement of internal service level agreements
Document interactions accurately and completely using tools and resources available
Collaborate with other HRConnect Advisors globally to identify and drive improvement of service delivery effectiveness and efficiency
Establish positive relationships throughout HR and with process partners
15% of Time - Cross-Functional Projects
3-5 years related work experience in an HR or customer service role; previous experience working within an HR function is strongly preferred
Experience working in a matrix organization
Strong technology skills. Ability to quickly learn and work in cloud-based solutions. Salesforce.com and Workday experience is a plus, but not required
Demonstrated working knowledge with Microsoft Office products is required (Word, Excel, Outlook, SharePoint, PowerPoint, etc.)

HR Contact Center Representative for Russia Resume Examples & Samples

For improvement to HR Handle telephone calls and e-mail's queries into the EHRSC
Communicate effectively to our customers on HR policy and processes, providing education where necessary
Participate in information sharing with other members of the team. Identify trends and pass recommendations Case Management SMEs
Take ownership of the resolution of callers’ issues, giving guidance and solving problems at the first point of contact whenever possible within the target response time
Russian: Fluent

HR Contact Center Representative Resume Examples & Samples

2+ years of related work experience in an HR or customer service role
Exceptional Matrix organization
Working knowledge of in HRIS systems
Understanding of HR processes and administration
Microsoft Office/Suite proficient (Word, Excel, Outlook, SharePoint, PowerPoint, etc.)
Previous experience working within an HR function
Working knowledge of Salesforce.com cloud solution

HR Contact Center Representative Resume Examples & Samples

Experience of working in a business process operations environment (desirable)
Experience of working in a shared services organization (desirable)
Understanding of HR systems is desirable (experience working on SAP payroll is an advantage)
Strong Thinking and Problem Solving Skills - must have demonstrated the ability to analyze and solve complex issues
Client-focused - Recognizes client needs and recommends appropriate solutions
Team Player - must be able to build collaborative relationships with colleagues and clients, is able to deal flexibly with others
Strong Communication Skills - must have demonstrated the ability to effectively communicate with all levels of employees and
Good thinking and problem solving skills – able to analyze errors/simple situations and identify appropriate solutions
Good interpersonal skills – able to collaborate with people and work effectively in a team

HR Contact Center Specialist Resume Examples & Samples

Provide Shared Services support by responding to Talbots Associates and Management via email and/or phone regarding HR and Payroll questions within 24 hours. Utilize various resources to ensure that a complete and accurate answer is provided. Directs customers to additional resources, including documented information, reference materials and self-service tools. Escalates to Subject Matter Expert (SME) as necessary
Uses a broad knowledge of benefits, payroll, policy and Workday-related topics to respond to team member inquiries; demonstrate initiative in seeking answers when in doubt
Responsible for case management and follow up with Associates and Managers to close all Tier 1 tickets by an agreed upon due date
Collaborates with Tier 2 teams to maintain ongoing relationship and a complete grasp on their processes and procedures. Identify unexpected results or process defects and works with Tier 2 level support to resolve
Ensure data integrity in HRIS system (Workday) by regularly auditing employee data. Surface patterns of data integrity issues to Subject Matter Experts and HRIS manager
Maintains and updates HR Call Center process and resource materials as necessary
Manage the I9 process. Assure all I9s are processed accurately and meets federal law compliance of requirements and deadlines. Works with Associates and Managers to resolve any I9 issues or problems. Manage relationship with vendor
Support HR Subpoena process. As directed, gather all pertinent information and provide to HRBPs. Ensure confidentiality
Maintain HR files/file room
Ensures strict confidentiality of all work and information, based on company policies and procedures
Position requires High school plus 3- 5 years of related experience
Previous experience working in an HR environment
Basic PC skills
Team Player; ability to work well with all levels of associates
Experience with I9 process a plus

HR Contact Center Agent Resume Examples & Samples

Attending to employees queries submitted through an internal online tool, telephone or web chat
Diagnosing employees issues, conducting appropriate researches and investigations and subsequently developing recommendations for resolutions
Candidate must possess at least a Bachelor Degree or Professional Degree in any field
Strong analytical and problem solving skills with the ability to follow through for satisfactory issue closure
Ability to read contents/materials online quickly, comprehend them and apply the needed information to the questions asked by customers
Proficiency in using Microsoft Office , emails and Internet
Excellent work ethic and positive attitude
Ability to work as individual contributor and collectively as a team player
Experience in Customer Service field will be an added advantage

HR Contact Center Specialist Resume Examples & Samples

Provide navigational assistance for HR applications - support via email, chat and phone
Provide excellent customer service in a timely and accurate manner
Assist directly or route customers to the appropriate groups for assistance
Ensure customer is provided timely updates on the request
Participate actively in Tier Meeting, Team Meetings, and Training
Contribute to Kaizen culture by identifying opportunities to improve
Adhere to prescribed Standardized Work and support in keeping the documentation up-to-date
Fluent in English and Spanish; French or Portuguese language is a plus
Good communication (written and spoken) and demonstrated active listening skills
Proficient in MS Office (Word, Excel, PowerPoint)
Basic knowledge of HR processes and back-end operations
Effective call-handling skills and experience in interacting with global customers
Strong communication skills and professional presence to handle email, chat and call support

HR Contact Center Rep-westlake, TX Resume Examples & Samples

Serves as the key contact for incoming phone calls from employees, managers, and HR staff and will follow defined procedures to advise, guide, and resolve questions and issues in an accurate and timely manner and with a high level of customer service
Escalate calls as appropriate when the question or issue needs a subject matter expert, is complex, and/or there are other concerns or problems in addressing the needs of the caller
Effectively utilize knowledgebase and other available tools and accurately execute appropriate transactions. Timely and accurately enter, maintain and monitor data and employee records and appropriately document calls and transactions with an emphasis on data integrity
Share experiences, report call trends, and make recommendations in procedures and practices where appropriate. Work collaboratively with other team members to achieve goals and share accountability for continuous improvement
Three years customer service experience with a minimum of one-year experience in an environment similar to a contact center
Strong organization skills and detail oriented approach to gathering and maintaining information and data
Demonstrated basic problem solving skills and strong listening skills
Ability to follow standard procedures and utilize available documentation to answer questions and resolve issues

HR Contact Center With Polish Resume Examples & Samples

Provides generalist HR advice and guidance on HR policies, processes and general queries, acting as the first point of contact for BAT employees where self-service is either unavailable or where the query cannot be resolved through the self-service channels available
Executes administrative and transactional processes across the scope of service provided, using online tools, systems and applications
English and Polish language proficiency

HR Contact Center Technology Admin Resume Examples & Samples

Application Administration and Maintenance
Build, manage and maintain knowledge documentation
Maintain and evolve HR Portal
Act as a liaison to internal and external partners to support and troubleshoot inbound and outbound interfaces
Effectively organize and prioritize multiple projects while working towards defined deadlines
Ensure project progress is reported on assigned tasks in a clear and timely manner to all levels of management
Ability to create and maintain HR process documentation (Visio flow charts, power point decks, and process outlines)
Exhibits prior and current technical expertise in web technology and the ability to learn new technology
Perform appropriate business user training, workshops and documentation
Initiate and monitor all change requests to ensure timely and accurate solutions, as well as projects following appropriate project management methodology including gathering and defining comprehensive project requirements
Participate in special projects, as requested

HR Contact Center Agent Resume Examples & Samples

Attending to employees' queries submitted through an internal online tool, telephone and web chat
Diagnosing employees issues, conducting appropriate researches and investigations and subsequently developing recommendations for resolutions based on Intel's policies and Human Resource guidelines
Partnering with other Human Resource Business Partners to resolve more complex issues to ensure the most accurate and timely response is delivered to employees
Being in the front line work force of the Contact Operations Team, you will be playing an integral part to drive operational excellence
Assuming the role of Functional Expert (FE) and working closely with Human Resource Business Partners and other team members to drive continuous improvements to enhance team's productivity performances and key success indicators

HR Contact Center Team Leader Resume Examples & Samples

Proactively identifies and updates knowledge management articles (i.e., scripts, procedures, policies, FAQs) to support Tier 1 agents
Ensures that Tier 1 agents appropriately execute processes and policies by following standard operating procedures
Ensure all Tier 1 agents are kept informed of new information related to HR products, procedures, projects / programmes, customer needs and specific business issues which may impact HRSS service delivery
Acts as point of escalation to effectively resolve complex issues and customer complaints by exception
Manages the flow of information and communication between the Tier 1 agents and other parts of the HR function including incorporation of feedback from HRSS, to support and enable continuous improvement
Effectively manages resources, ensuring that high quality customer service is provided on a daily basis and in line with agreed SLAs. Monitors Tier 1 performance against service standards to ensure that support and services are provided in line with established SLAs & KPIs
Establishes and executes processes and procedures for maintaining HR data accuracy and integrity
Identifies areas for service improvement and communicates opportunities to the Head of Continuous Improvement, to be incorporated in future plans and developments for the HRSS sub-function
Suggests methods to update, simplify, and enhance processes, procedures, and technologies and make procedural changes related to the service provided by Tier 1 agents
Recognises, reports and escalates unusual events affecting customer service and HR data accuracy
Promotes training, personal growth, professional development, career progression and teamwork of Tier 1 agents
Provides line management responsibility to direct reports including team member inductions, the setting of performance targets, monitoring and managing performance against objectives, providing coaching and ensuring development opportunities are provided
Builds capability amongst Tier 1 agents and ensures work is allocated to support efficient delivery and cater for individual areas of expertise
At least 3 or more years’ experience in Call Centre environment and Queue Management
Experience with MS Office tools and data manipulation tools, Excel or other database
Experience in data warehousing and reporting technologies
Knowledge of basic Quality Management tools and techniques
Performance Management- Has knowledge of core Performance Management theories and how to apply this on a practical level to meet the priorities of the business. Targeting performance management that aligns to the BAT strategy
HR Administration- High quality and accurate administration of HR services and processes, as appropriate to the role and customer need. Is able to understand what the administration is contributing to and how
Continuous Improvement- Looks to drive continuous improvement of the business by striving to see new opportunities and openings to deliver greater business value
Employee Relations- Has a current knowledge of employee relations regulations and understands how to apply the BAT policies to ensure standardised execution, conducted in an integrated nature. Supports in the management of union negotiations and engagements and are closely aligned to Employment Law
HR Metrics & Analytics- Understands HR data and how this can be gathered, manipulated and interpreted to inform decision making through MI reporting. Works with the HRIS to produce relevant reports. Uses analytics to provide predictive data analysis for informing future strategy development and initiatives
HR Policy & Process- Full end to end view of the HR policy and process landscapes and how to interpret content and execute advise or transactions as necessary for the role
Customer Service- Delivers service in role with the customer at the heart. Identifies continuous opportunities to deliver a high quality and professional output
Trusted Advisor- Is the go-to person for information and advice that is delivered with integrity and trust
Strategic Thinking- Effectively interprets and aligns functional and business strategies, taking a long term view of delivering the business vision in all service and tasks conducted. Only offers service that adds aligned business value
Relationship Management- Is able to identify the appropriate stakeholders to work with and develop relationships with. Understands the needs and expectations of stakeholders and works effectively with them to deliver joint goals; is confident in adjusting style for BAT
Problem Solving- Diagnoses, negotiates and orchestrates the solutions to solve business problems
Project Delivery- Professionally delivers projects to achieve long term benefits, maintaining a clear view of the project objectives, risk areas and engagement methodologies required to gain business buy-in and delivery
Effective Communication- Demonstrates excellent verbal and written communications across different audiences and channels
Collaboration - Consistently presents a united perspective to internal & external colleagues; builds and maintains relationships across the organisation, that support delivery of organisational goals
Facilitation & Coaching- Takes an active role to facilitate and coach, developing talent and knowing when to step back and let others learn and grow

AEE Dalian CRM HR Contact Center Senior Analyst Resume Examples & Samples

Contribute up to 80%- 90% of the time on daily service requests management and call handling
Act as APAC HR policy expert. Supervise contact center agents on daily work
First layer of contact for service quality escalation
Assist team lead to perform daily quality check, monthly VOC review
Take ownership for HR contact center knowledge management process. Regularly review and update FAQ documentation
Work with field HR people advisors group on tier 0 content maintenance
Work with contact center leads on continuous improvement initiatives
Collaborate with tier 2 effectively on knowledge sharing, process/policy change updates
Other ad-hoc tasks that assigned by contact center team lead or CRM lead
Solid understanding of APAC countries HR policies and processes
Outstanding English language skills, communication skills and interpersonal skills
Excellent customer service skills, Strong customer focus
Self-initiator

HR Contact Center Representative Resume Examples & Samples

Environment: Experience and working knowledge in several interrelated departmental activities. Awareness of functional activities
Communication/Negotiation: Seeks and exchanges information, ideas, and concepts. Some presentation skills are necessary. May require negotiation to achieve coordination
Problem Solving: Use specialized technical knowledge to identify ,evaluate, and resolve various interrelated problems from several sources

Team Lead With English for HR Contact Center Resume Examples & Samples

Serve as process expert/coach for the team’s deliverables
Drive methods adoption and act as an expert in how to cost effectively deliver the Client Service Team’s/Service Delivery Team’s process and/or project requirements and deliverables
Monitor and analyze client and customer satisfaction through available escalation/complaint tools and survey results and ensure improvement initiatives are driven by client expectations and requirements
Identfy and implement productivity improvements ensuring adherence to appropriate project gating and business case approval requirements
Fy areas for performance improvements, and coordinate implementation
Manage team mix to the standard pyramid for type of Client Service Team/Service Delivery Team, headcount, macro resource load balance (rolling 3 months), utilization, overtime, etc., and escalate issues when required according to established practices
Manage staffing assignments and role changes
Support recruiting and interviewing potential new team members
Balance workloads and skill sets across clients to support one-to-many delivery
Manage and develop team competency coverage through cross-training, leadership development and succession planning
Monitor and manage team goals and performance and ensure team understands how they align and relate to broader business goals and strategies
At least 2 years work experience with previous managerial experience
Previous experience in Human Resources area is mandatory
Ability to adapt to changing environment and support of multiple clients

HR Contact Center Specialist Resume Examples & Samples

Ensure responsiveness and resolution for all issue and inquiries within 24 hours
Ensure to provide excellent customer service in timely and accurate manner
Develop good network with internal/ external groups on operations management
Have End to End Ownership of the request/resolution and ensure closure only once its complete
Help drive case deflection opportunities in partnership with the KM Leader
Help support Knowledge Management focus to enhance self service capabilities
Ensure timely follow -ups to track cases to closure
Ensure no cases are deferred to other groups/COE's
Participate actively in Tier Meeting, Team Meetings etc

HR Contact Center Specialist Resume Examples & Samples

Language Proficiency in English + DE/FR/NL/IT
Knowledge of end to end HR processes of advantage
Proficient in MS Office (Word, Excel, PowerPoint 2007)
Experience with Customer Relationship Management (CRM) application of advantage
Effective call-handling skills and experience in interacting with customers
Strong Communication Skills and Ability to handle email, chat and outbound call support
Highly customer focused
Meets commitments to customers/clients
Takes responsibility to correct customer problems and concerns
Regularly searches for opportunities to provide better solutions for clients
Puts a high priority on attaining results
Seeks out and supports new ideas and initiatives; readily adapts to change
Takes cultural and geographic differences into account when conducting own work
Demonstrates the courage to raise potential issues and concerns
Knows when to make a decision and when to ask for approval
Changes behavior in response to feedback
Pursues continuous learning and skill development
Demonstrates awareness of own strengths and weaknesses
Gets the point across clearly and concisely

HR Contact Center Specialist With Turkish Resume Examples & Samples

Is responsible for processing HR administration activities using the reference materials available across a range of specialisms, supporting direct customer facing queries
Collects and verifies supporting documentation from employees and line managers in order to initiate / complete HR transactions
English and Turkish language proficiency
Customer Service - delivers service in role with the customer at the heart. Identifies continuous opportunities to deliver a high quality and professional output
Demonstrates excellent verbal and written communications across different audiences and channels

HR Contact Center Representative Resume Examples & Samples

Fluent in speaking, reading and writing in French ( CA French) and in English ( Level 1 or 2 based on Berlitz Assessment)
Document all calls with regards to caller’s inquiries accurately using Call Tracking System
Provide quality customer service on every call
Communicate clearly and effectively with participants
Performs other tasks as required

HR Contact Center Specialist Resume Examples & Samples

Provide HR-based support both verbally and in writing across various communities and groups including: active teammates, retirees, HR Business Partners, Benefits Administration, Payroll, and Pension
Work within a call center environment, where the majority of daily work is completed via telephony technology
Gather and analyze information and make fact-based decisions, working directly with HR to ensure and confirm expected results are achieved
Ability to develop proficiency entering HR-based transactions into the SAP HCM system
Participate with other HR/HRSS IT staff on special projects as assigned
Use service issues as opportunities to evaluate and improve business processes
Work in cross-functional teams and project work. Demonstrated ability to work as part of high performing teams and across groups or divisions
Ability to ensure HIPAA and Employee Privacy guidelines are closely monitored and effectively executed
College degree or 1-year HR related experience preferred
Strong analytical skills, detail-oriented
Ability to demonstrate excellent oral and written communication skills
Ability to demonstrate both creative and critical thinking skills
Demonstrated problem solving, time management, and priority setting skills
Above average listening skills
Ability to manage constant change and be resilient
Preferred experience working for a large global employer

HR Contact Center Agent Resume Examples & Samples

Candidate must possess at least a Bachelor's Degree or Professional Degree in any field
Strong analytical and problem-solving skills with the ability to follow through for satisfactory issue closure
Ability to focus and pay attention to detail-Ability to read contents/materials online quickly, comprehend them and apply the needed information to the questions asked on demand from customers
Proficiency knowledge of Microsoft Office Excel, Word, PowerPoint, Email and Internet
Excellent work ethic and positive attitude are required
Excellent interpersonal skills required-Ability to multitask
Ability to work as an individual contributor and collectively as a team member
Experience in Customer Service Field will be an added advantage

HR Contact Center Rep Resume Examples & Samples

Provides accurate and timely information and resolution to employees who correspond with the HR Contact Center
Informs employees of Company policies
Offers professional customer service at the highest level
Manages a fluctuating workload in a dynamic work environment
Tracks all forms of contact information in an internal database, while utilizing multiple software applications to assist employees
Processes alpha / numeric data entry of confidential employee information into systems
Provides HR Records Management assistance as required

HR Contact Center Specialist Resume Examples & Samples

Language Proficiency in English + Dutch
Good communication (written and spoken)
Knowledge of end to end HR processes will be considered an advantage
Experience with Customer Relationship Management (CRM) application will be considered an asset

HR Contact Center Representative Resume Examples & Samples

This position requires an associates degree in business or related field or equivalent combination of education and experience
Min of 2 years related work experience to include at least 1 year of previous customer service experience
Proficient in written and verbal communication
Proven analytical skills and ability to apply judgment and discretion
Demonstrated computer experience including Word, Excell, Sharepoint and proficiency with current software packages
Successful completion of any required testing

Manager of HR Contact Center Resume Examples & Samples

Provides leadership and oversight of HRU Contact Center operations including: forecasting, staff planning, scheduling, quality performance monitoring, ongoing performance improvement processes, hiring/staffing counseling, and development of HR4U Contact Center staff
Manages day to day operations of the HR4U Contact Center which includes telephone calls, emails, and tickets
Manages HR4U Contact Center Specialists, HR4U Contact Center Clerks, and Consultants
Participates in strategic planning and leads HR4U specific oversight and development of ongoing contact service strategies, including maximization and use of contact center technologies, processes, and staff
Resolves all escalated queries and support including health and retirement benefits, leave program, recruitment, new hires, onboarding, and employee records
Manages relationships with other Talent Directors and Managers and organizes training from other Talent Departments for HR4U Contact Center Staff
Triages escalated medical/pharmacy/psychiatric employee issues to Executive Director, Health and Benefits
Organizes efforts to maintain optimal quality services during peak times (school opening, Open Enrollment, Job Fairs, etc.) and oversees staffing ramp-up
Establishes and monitors all metrics to track process effectiveness, efficiency, and quality of transactions including all reports
Tracks leading industry practices in the delivery of calls, emails, and tickets and ensures HR4U Contact Center is operating best practices and the “gold standard” of service delivery
Responsible for the training, coaching and development of direct reports
Responsible for allocation and utilization of team resources and provides input on resource and budgetary requirements
Ensures HIPAA compliance and confidentiality of employee matters is maintained
Bachelor’s degree from an accredited college or university
Five (5) years of experience managing and working in a contact center
Desire to mentor, coach, and establish expectations for staff
Flexibility, passion, energy, and speedy problem solving is valued for fast paced environment
Experience developing and delivering quality monitoring audits (e.g., phone, email) in side-by-side shadowing and post-interaction review
Experience developing and delivering contact center training covering handling, soft skills, policies/processes, and technologies
Organizational planning and performance management experience
Ability to develop and present information in order to drive decisions and action
Ability to build and maintain collaborative partnerships with CPS colleagues
Diplomacy, direct communication, and assertiveness is a plus
Knowledge and experience in change management is a plus
Experience working in a school environment is a plus