This role will report to the global leader of our AskHR Contact Center team and be the global leader’s point of contact for the EMEA region.
Responsibilities include:
* Managing a small team of agents (currently contractors) that respond to HR Tier 1 inquiries on EMEA and Globally applicable topics
* Handling escalations and ensuring the team and our knowledge resources are up to date for all changes for the region
* Reviewing AI Agent user feedback for continuous training opportunities
* Understanding the operational data for the region, sharing trends with partners and leadership
* Driving global operational improvements coordinating with Americas and Asia colleagues
* Responding to employee questions leveraging multiple channels as required based on volume
* Working independently but collaboratively on delivering, maintaining, and improving HR services, procedures, and processes to increase employee satisfaction, driving performance, and achieving results.
* Maintaining all compliance requirements of dedicated HR shared service processes.
Preferred experience:
* Experience working in a fast-paced, HR Shared Service environment
* Comfortable with ambiguity and matrix management organizations
* Experience with HR case management systems and associated processes (preferably ServiceNow)
* Experience writing training documents and SOPs
* Excellent interpersonal communication skills
* High level of professionalism and strong analytical skills
* Strong time management and work prioritization, ability to multi-task adaptability, and accountability.
* Strong problem-solving abilities and attention to detail
* Demonstrates a strong ability to communicate clearly and effectively through a variety of channels and circumstances.
* Strong process and procedure orientation with the ability to apply continuous improvement methods.
* Must be customer-focused and comfortable working with a diverse group of people and able to work successfully within a team
* Experience with AI Agents, a plus
* Experience providing support via Live Agent Chat, a plus
Academic credentials:
* Associates degree required
* Bachelor’s degree in HR or business preferred
#J-18808-Ljbffr