HR Contact Center Manager-Night Shift(9pm-6am) 9+yrs

Job Description

Role Responsibilities: Navigates highly sensitive/risky issues by communicating with stakeholders and people support teams to drive resolution Works with Senior Associates to enhance employee experience and provide oversight of Associates Identifies systemic issues and crafts remediation plan for future Ownership of specific product(s) supported, managing the stakeholder relationship Basic Qualification: Graduate Basic Knowledge/Skills: Demonstrates some knowledge and/or a proven record of success in the following areas: Understanding employee requests by using knowledge, effective research, probing questions and troubleshooting methods; Communication with leaders and stakeholders, managing the relationship and holding them accountable to internal contracts; Coaching of team members, providing feedback that is prompt and respectfully communicated; Make decisions and solving problems independently, expectation to consult with a supervisor on more difficult issues; Ability to identify common trends or opportunities utilizing data to suggest and enact proactive process improvements Empathy to understand and relate to customers' emotions and concerns. Can practice patience when dealing with frustrated or confused customers, allowing the representative to remain calm and helpful; Utilizing relevant technology, such as Genesys, Microsoft Office (Excel, PowerPoint, Word), Workday, ServiceNow and other firm sponsored web-based technologies; Clear and articulate written and verbal English communication skills with employees on complex and sensitive subject matter in manner; Time zone availability is important; Accomplishing several responsibilities in coordination of each other (i.e. researching an HR solution while conversing with an employee via phone or chat); Overseeing the resolution of high priority issues to ensure a timely, complete resolution that meets/exceeds customer expectations; Coordinating and communicating responses between technical teams and customers during the lifecycle of an issue. Preferred Knowledge/Skills: Demonstrates some knowledge and/or a proven record of success in the following areas: Experience working in customer service and/or a contact center, Human Resources or working with employees located in the US; Working with confidential data; Display a positive attitude. Seeking candidates who exhibit optimism, enthusiasm, and a willingness to go the extra mile to ensure customer satisfaction; Adapting to a rapidly changing environment or changing circumstances that can remain composed, and adjust their approach as needed; Maintaining performance metrics and managing queue of customer service requests in accordance with KPIs; Shift: Night Shift(9pm-6am)