浏览原职位详情
- 职位介绍
- 职责描述: The Tier 1 Contact Centre Team Manager will manage a team of Tier 1 HR Contact Centre agents, handling employee and manager inquiries received via multiple channels. Inquires may include Employee Relations, Payroll, People Administration and Data (PAD), Benefits, Talent, Resourcing, Learning, and Performance Management. The Tier 1 CC Team Manager will be responsible for assisting agents with resolving the optimal level of tier 1 inquiries on first contact, and for understanding when it’s appropriate to refer to tier 2. The Team Manager will also be expected to handle escalations, scheduling, training, coaching, and other duties as needed. 1. Actively coach and support the team to handle tier 1 inquiries efficiently and on first contact when possible, using appropriate knowledge management tools. 2. Ensure staff schedules are optimized in order to meet established service level agreements. 3. Collect and share best practices and feedback from employees for continuous process improvements. 4. Use a professional and employee-focused approach to handle inquiries and escalations; ensure a quality customer experience by using soft skills and empathy to diffuse difficult situations; ensure excellent verbal and written communication skills are exercised at all times. 5. Handle multi-entity and multi-product inquiries with accuracy and confidence. 6. Conduct training and coaching as needed. 7. Demonstrate a consultative approach and build effective relationships with peers and other HR professionals. 8. Seek feedback from customers and stakeholders on a regular basis in order to develop more effective solutions. 9. Mitigate operational and financial risk by ensuring compliance to policies, procedures, and controls. 10. Utilize knowledge management systems to ensure familiarity with applicable laws and compliance regulations. 11. Ensure company and employee privacy, where appropriate, including confidentiality and protection of sensitive employee information. 任职要求: 1. 3+ years customer service and/or call center experience. 2. 2+ years Human Resources Contact Center experience or equivalent. 3. + years people management experience. 4. Strong leadership, interpersonal, coaching, organizational, analytical, and problem-solving skills. 5. Must be proficient in language(s) required by the process. 6. Strong stakeholder management experience. 7. Excellent verbal and written communication skills. 8. Must be customer focused and have the ability to thrive in a team environment seeking feedback and open to development.
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