Senior Employee Service Center Manager
At Home Stores
St. Petersburg, FL
Full-time
Call Center / Customer Service
Posted on October 14, 2020
Job Summary:
The Manager, Team Member Care Center provides vision, leadership and direction in the continuous development of an operationally excellent HR Service Center. This is a solutions-oriented role that manages day-to-day operations to drive high quality and effective service delivery. This role will work closely with the HR, HRIS, Benefits, Payroll and Store Operations teams on a day to day basis forming data analyses to help identify trends and issues which are systems, process, policy or region related to help meet business needs and ensure a high level of HR service.
Key Roles & Responsibilities:
- Implement, maintain and document processes, and key metrics that optimize the execution of TMCC services and solutions
- Maintain and improve TMCC operations by tracking trends of incoming inquiries to identify/resolve issues, and ensure a high service level
- Prepare TMCC performance reports by collecting, analyzing, and summarizing data and trends
- Build and maintain a positive working environment to train and develop TMCC team members to foster understanding of broad HR principles, policies, procedures and systems as well as a high level of customer service focus
- Evaluate HR system and team member concerns and determine next steps, including ownership, escalation, and recommendation of process enhancements to appropriate HR process owners
- Work with the TMCC representatives to document, respond to and resolve HR inquiries and issues, while also building strong relationships with customers and providing a high-quality customer experience
Qualifications:
- Bachelor's degree in HR, business or a related field preferred
- 5+ years of functional experience required
- Experience managing a team of 2 or more
- Experience working in a call center environment required
- Ability to multi-task and establish priorities
- Demonstrated analytical and problem-solving skills
- High level understanding of compliance matters related to Compensation, Benefits, Payroll and Employee Relations to ensure appropriate escalation and management of issues
- Experience working in a rapidly changing, complex environment
- Superior written and verbal communication skills a must
- Experience with strategic and quantitative analysis - ability to gather and interpret data
- Strong oral, written, and formal presentation skills and the ability to communicate to all levels of the organization
- Excellent problem-solving skills, fast learner, and able to quickly pick up new tools, software and processes
- High-level of organization, attention to detail, and follow-through