Call Center Manager (Human Resources)

• Manages HR Solution/Call Center operations, formulating and implementing operating policies, programs and procedures (including scripting) to measure and drive operational performance.
• Responsible for the development and implementation of business concepts and projects that have a direct impact on the HR Solution/Call Center...
• Builds relationships with key internal stakeholders, and works closely with HR leaders to maximize customer satisfaction.
• Responsible for defining and meeting service level agreements, and through the creation and analysis of Key Performance Indicators (KPIs) ensures the highest level of customer service.
• Actively pursues plans and actions that maximize the efficiency and productivity of the HR Solution/Call Center.
• Carries out the policy of courtesy and service to both the internal (Active Associates, HR Business Partners) and external (Retirees) customer. Recognizing the importance of tact, empathy, and active attention required in all areas of Human Resources.
• Manages a team of call center associates who serve as the first point of contact worldwide for Associates, Retirees, and HR business representatives who have HR-related questions or issues. Ensures standards of performance are adhered to, and performed in a timely manner to drive consistent, quality service.
• Develops and conducts training for HR Solution/Call Center Associates for all areas of responsibility, including call escalation and resolution procedures. Cultivates a culture of customer service and provides coaching as necessary.
• Sets and monitors performance standards and evaluates associates performance.
• Networks across industries to seek and apply best practices in HR call center excellence.
• Participates, coordinates and facilitates Customer Service Focus Groups and Surveys as they apply to HR Solution/Call Center operations.
• Ensures compliance with all NEXCOM policies and procedures.
• Performs other related duties as assigned

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