Team Lead- HR Contact Center - Gurgaon
- Ameriprise
- 3 - 5 years
- Noida, Gurugram
- 1 month ago
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Job Description
You will play a key role in developing our team of employee service representatives who are responsible for multi-channel intake and resolution of employee inquiries related to general HR topics like payroll, benefits, time and absence, Workday, leaves of absence and HR policies. This includes providing day-to-day operational leadership, coaching, guidance, and oversight of adherence to standard operating procedures. You will utilize operational metrics and dashboards to balance workloads and ensure proper coverage and scheduling of representatives to achieve stated service levels. The ideal candidate will have experience creating a high performing customer-focused culture, driving continuous improvement through process refinement, administering quality checks, training, on-boarding team members, and leveraging ServiceNow and Workday to improve the employee experience and drive team efficiency. Key Responsibilities
- Coach employee service representatives and provide work direction and support on processes and operating procedures within the HR contact center.
- Perform quality checks and provide real-time feedback on employee interactions to ensure a consistent, quality customer experience.
- Design and implement standard operating procedures related to case management, including intake, documentation, escalation, and resolution.
- Manage scheduling to provide global coverage across multiple intake channels, continually monitor workload through use of dashboard metrics and reallocate staff to achieve service levels. Oversee staff planning and forecasting.
- Utilize dashboard metrics to identify and manage aging cases, follow up as necessary with Tier II and/or COEs to ensure timely follow-up and resolution.
- Lead team huddles and share relevant information regarding current trends, issues and upcoming changes that may impact the team.
- Continually assess and provide feedback on effectiveness of our contact center training and on-boarding content.
- Implement a standard onboarding experience using mixed mode training plans that include, digital, in-person and self-learning options to drive knowledge development to increase contact center productivity.
- Evaluate current work documentation and FAQs used by the HR contact center to develop knowledge articles within ServiceNow Employee Service Center.
- Support the team with complex case management and customer de-escalation, as necessary.
- Participate on the intake queue as needed to ensure coverage at critical times or during staff shortages. Provide back up support for the Sr. Manager, Global HR Contact Center, as necessary.
Required Qualifications
- Bachelor degree or equivalent work experience.
- 3-5 years of experience in HR service delivery/HR operations specifically in leading a HR contact center providing service across multiple regions.
- Ability to deliver meaningful metrics and insights that inform People Resource Center leadership of center performance.
- Goal-driven with the ability to utilize data to make informed recommendations.
- Knowledge of contact center best practices and technologies.
- Experience operating collaboratively in a global and matrixed organization.
- Strong critical thinking skills and ability to work independently and take initiative.
- Ability to communicate effectively across all levels of the organization both verbally and in writing.
- Experience with ServiceNow Employee Service Center and Workday.
Preferred Qualifications
- Knowledge of HR service delivery models
Job Classification
Industry: Financial ServicesFunctional Area: Financial Services
Role Category: HR Operations
Role: HR Generalist
Employement Type: Full time
Contact Details:
Company: Ameriprise FinancialLocation(s): Noida, Gurugram
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Keyskills: Service delivery Training Payroll Financial planning Standard operating procedures Scheduling HR Asset management Continuous improvement Forecasting
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Ameriprise Financial has helped millions of clients feel confident about their financial futures for more than 125 years. Our network of approximately 10,000 financial advisorsdelivers personalized financial advice to help clients reach their goals..
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