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

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)