Customer Service
Full Time
Job Description
- Appropriately assign resources to ensure the successful delivery of Tier 1 services to employees
- Provide leadership, direction and day to day support to a team
- Partner to analyze data trends & develop action plans to support process change, program education and improvement in quality of service
- First point of contact for escalations or clarifications in support of employee inquires
- Continuously drive process improvement and data accuracy
- Own the team’s data accuracy metrics and identified compliance issues
- Demonstrates superior customer service to ensure best possible employee experience
- Coaching and mentoring of team members to deliver superior employee experiences through clear expectations and just in time feedback
- Coordinate case resolution with cross divisional functional areas
- Collaboration and communication with multiple levels of management as needed
- Provide feedback to management regarding necessary changes and updates; including policy, process and employee experience issues
- Analyze available metrics, reports and other information to identify trends and needs to adequately plan daily support and schedules of the team
- Use a data driven approach to drive innovation within the team
- Leverage internal and external benchmarks to identify business process improvements for Case Optimization initiatives.
- Support the document/content management tool to ensure all process documents are up-to-date, standardized, communicated, centrally stored and accessible.
- Partner closely with process and enablement teams across company to identify and prioritize business processes to be documented in our knowledge management tool.
Required Knowledge, Skills, and Abilities
- Bachelor’s degree required
- 2-3 years previous team lead or supervisory experience in a shared services environment required
- A minimum 1-2 year’s experience in one or more of the following areas: project management, customer support, human resources
- Previous experience with Workday preferred
- Excellent Presentation Skills
- Demonstrated ability to provide superior employee or customer experience (e-mail, phone and chat)
- Must be well organized with keen attention to detail with demonstrated effective follow-up skills
- Requires demonstrated effective verbal and written communication skills and excellent interpersonal skills at all levels of business, with a strong orientation towards providing outstanding service
Reference no: 91299