Responsibilities:
- Supervise a team of HR Contact Center employees and provide coaching and feedback on individual and team performance outcomes
- Provide call and case support during high peak times
- Ensure call and case management outcomes align with performance expectations and defined processes
- Evaluate case data and audit solution usage for accuracy, training needs
- Analyze service center trends and business cycles to predict long- and short-term staffing needs
- Manage daily staffing schedules to ensure adequate coverage at all times
- Develop and maintain training and reference materials for team
- Serve as an escalation for representatives and specialists
- Other duties or projects as assigned by the Contact Center Manager
Qualifications:
- Bachelor’s degree in relevant field
- Three years of experience in a high-volume contact center, specialized in supporting multiple human resources functions resolving complex issues
- One year of experience in overseeing the work of or supervising others