Supervises a team of Associate Service Center Specialists who respond to incoming phone calls, self-service tickets, or compliance case management system from associates, managers, terminated associates, family members and outside agencies or vendors, etc. Monitors all ASC queues throughout the day to ensure accurate and timely problem resolution to meet all service level objectives Lead the ASC training and Quality Assurance to ensure information and tools are in place to support the call center reps. Access the needs of the team and modify training materials to support developmental needs of the team.
Principles and Responsibilities
- Act as liaison with members of the ADUSA Central team, HR, and Payroll organizations as needed regarding Knowledge Article or policy updates, escalated associate inquiries and/or issues.
- Recognizes when escalation to a subject matter expert is needed.
- Utilizes the case management system, knowledge base and other tools to actively manage caseload in accordance with team production goals and established service level objectives.
- Ensure ASC representative maintains accurate records of all interactions in the case management system, forwarding any interactions requiring research or more in-depth analysis/response to subject matter experts, and ensures cases are closed with all required documentation
- Monitor the ASC queues and adjust skills sets and off-phone activities throughout the day to minimize wait times and abandonment rates.
- Assist direct supervisor with special projects and strategies to improve productivity and effectiveness of the team, involving the ADUSA Central team appropriately for impact assessment or implementation.
- General HR/policy calls
- Additional job duties may be assigned as needed to meet the needs of the business and support our Values.
Basic Qualifications
- Associate degree or equivalent combination of education and related work experience.
- 3+ years' Supervisory experience supporting HR systems, payroll or in a high-volume HR contact center.
- Familiarity with HR, Benefits, Talent, Unemployment and Payroll processes.
- Competent in MS Office software.
- Dedicated to providing outstanding customer service to ASC customers, business partners and associates at all levels of the organization.
- Exceptional skills in communication and customer service
- Strong leadership and relationship building skills.
- Strong interpersonal, organizational, time management and listening skills.
- High attention to detail and policy compliance.
Preferred Qualifications
- Bachelor’s degree or equivalent combination of education and related work experience.
- Experience in a high-volume Human Resources customer service call center.
- Experience working in Human Resources and/or Payroll in a documentation, communications, training, or quality assurance capacity.
- Prior management/supervisory experience preferred.
- Experience working in Human Resources and/or Payroll Service center or customer service center environment, and familiarity with common service center tools (e.g., telephone, case management) are preferred.
- Experience in delivering excellent customer service in a high transaction environment.
Skills and Abilities
- Strong Interpersonal, communication, and customer service skills
- Some project Management experience
- Strong Organizational skills
Competencies
- Ability to maintain confidential information
- Working knowledge microsoft word outlook and excel.
- Build and sustain relationships
- Customer focus
- Effective team player
Physical
- Prolonged periods of sitting while performing computer work functions.
