Full TimeUnited States - North Carolina - CharlottePosted 05/03/2021Areas of interest: Call Center, Customer Service, Human ResourcesRequisition Number: 280866BRHES405
The purpose of this position is to supervise, coach and develop a team of front-line HR Shared Services support staff. This position is required to monitor levels of client service responsiveness, production and quality to ensure group goals and Service Level Agreements are met by utilizing effective people management skills along with efficient, timely and accurate use of resources. This leader will drive superior customer service delivery in phone support and in concise written responses.
MAJOR DUTIES AND RESPONSIBILITIES Actively and consistently support all efforts to simplify and enhance the customer experience
Provide direct supervision and Tier 2 support to HR Shared Services team.
Responsible for escalation of issues in a timely manner to ensure an effective end user experience while remaining engaged in resolving the issue.
Actively and consistently support all efforts to simplify and enhance the HR and employee experience.
Maintain and apply knowledge of HR, benefits and payroll policies to quickly resolve customer issues or concerns.
Provide regular status updates to HRSS Leadership, providing root cause analysis and process change recommendations.
Ensure metrics are in place to govern all areas of responsibility, conduct ongoing reporting of compliance performance, analyze reports on behalf of end user, identify issues and recommend changes based on those metrics.
Provide excellent customer responsiveness to all communications received from HR Center of Excellence (COE) staff and employees.
Ensure departmental standards regarding customer experience are met by regularly monitoring calls and performance metrics to provide feedback or coaching.
Develop staff to be more effective in their roles by providing on-going coaching and on-the-job-training.
Achieve and maintain expertise to navigate and accurately record information with several business systems/applications to ensure the highest level of data integrity and confidentiality, including HR data (PeopleSoft), Kronos, case management tracking (HR Helpdesk), query and reporting tools (PeopleSoft and Excel) and third party vendor systems support.
Provide first level performance feedback to specialist and to management on an on-going basis.
Identify employee performance issues and work with Sr Manager to design, implement and administer performance improvement plans if needed.
Assist with developing and delivering training of new hires.
Lead interviews of new candidates for hire to ensure a customer service focus and fit for the role.
Oversee scheduling needs for the team.
Motivate and inspire others by utilizing effective leadership skills including problem solving and team development.
Perform other duties as requested.
REQUIRED QUALIFICATIONS Skills/Abilities and Knowledge Ability to read, write, speak and understand English Ability to work a flexible schedule Ability to problem solve in a high volume production oriented environment Proficient in Microsoft Office programs including Outlook, Excel and Word High level of analytical and process skills, problem resolution skills Clear and effective verbal and written communication skills Ability to maintain confidentiality Must have in depth knowledge of PeopleSoft, version 9.1 and CRM, version 9.2 preferred Functional knowledge of FMLA, STD and all other leave processing Prior experience supervising people and/or third party vendors Project management experience preferred
Education Bachelor's degree in Business Administration, Human Resources or related field or equivalent training, education and experience
Experience 5+ years of Human Resources experience preferably in an HR Shared Services / operations center environment. PHR certification or continuous improvement experience preferred.
WORKING CONDITIONS Office environment with minimal (0-15%) travel
The health and safety of our employees and candidates is very important to us. Spectrum has adopted virtual mobile recruiting tools that allow us to continue meeting new candidates. We look forward to “virtually” meeting you.
The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.