Mgr, Contact Center, Human Resources

Job Description

The Operations Leader is responsible for managing a team of 10-12 HR analysts, including a senior analyst and a content lead, with a mission to provide exemplary customer service while fostering a culture of continuous improvement and innovation. The role involves overseeing team structure and communication, setting and monitoring performance goals, and nurturing talent through career development opportunities and succession planning. This leader is also charged with ensuring high-quality customer support, handling inquiries efficiently, and developing strategies for complex case resolution. Quality assurance standards are maintained through regular audits, and productivity is managed by tracking key metrics and implementing strategies to enhance efficiency. Additionally, the Operations Leader plays a strategic HR generalist role, continuously updating HR knowledge, and providing guidance on complex HR matters. They are responsible for developing comprehensive training programs that reflect the latest HR policies and best practices. The leader stays informed on technology trends and strategizes the adoption of new technologies to improve service delivery. Continuous improvement is a constant focus, with initiatives to enhance customer satisfaction and the overall value of services provided. This role requires effective communication with internal stakeholders and maintaining an ethical work environment, aligning operations with broader organizational goals.                                                                         

Essential Responsibilities                                                                                                                                           

• Leadership and Team Management: Oversee and manage the team structure, ensuring effective collaboration and communication. Set clear performance goals and KPIs, monitor team performance, and provide regular feedback. This includes nurturing talent and facilitating career development opportunities within the team.
• Quality Assurance and Productivity Management: Implement and maintain quality assurance standards through regular audits and use this feedback for continuous process and performance improvement. Track and analyze productivity metrics to enhance agent efficiency and effectiveness.
• Customer Support and Case Management: Ensure the team efficiently handles inquiries and develops strategies to manage and resolve complex cases, thereby maintaining high levels of customer satisfaction and service quality.
• Training and Development: Develop and implement comprehensive training programs that keep the team updated on HR policies, procedures, and best practices, ensuring all members are well-equipped to handle their roles effectively.
• Technological Proficiency and Innovation: Stay informed about emerging technologies and HR function strategies. Lead the adoption and integration of new technologies to improve service delivery, and champion innovative approaches to enhance program effectiveness.             

Job Qualifications                                                                                                                   

• Minimum Qualifications (Example based on IC3 role) Bachelor’s degree in Business Administration, Computer Science, CIS or related field and a minimum three (3) years experience in IT consulting, business analysis, or a related field.                                                      
• Minimum three (3) years of experience in a leadership role with or without direct reports.
• Bachelor’s degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or related field AND minimum six (6) years of customer service or a directly related field
• In lieu of degree, additional three years experience with a total of nine (9) years.
• Three years of customer service experience.                                                                        

Additional Requirements                                                                           

• Proven Leadership Experience: A strong background in leading and managing teams, preferably in HR or customer service environments. Experience in setting performance goals, managing team dynamics, and driving operational excellence is essential.
• Expertise in Human Resources: Deep understanding of HR functions, including navigation of complex HR inquiries, and the ability to provide guidance on HR policies, procedures, and best practices. A professional qualification in human resources, such as SHRM or HRCI certification, would be highly advantageous.
• Strong Analytical and Problem-Solving Skills: Ability to analyze performance data, identify trends, and implement effective solutions to enhance team productivity and service quality. Experience in managing quality assurance and productivity metrics is critical.
• Technological Acumen: Familiarity with the latest HR technologies, including generative AI, live chat, and omnichannel strategies. The candidate should have a track record of successfully implementing technology solutions that improve customer service delivery.
• Excellent Communication and Interpersonal Skills: Strong ability to communicate effectively with all levels of the organization and external partners. This includes the capacity to foster an ethical work environment, manage stakeholder relationships, and drive change and innovation within the team.                                                       

Preferred Qualifications                                                                                                                                               

• Three (3) years of experience in a human resources or contact center role.
• Two (2) years of experience in process improvement.
• Two (2) years of experience in an operations management role.
• Two (2) years of experience in quality management/improvement.
• Two (2) years of experience in healthcare or another heavily regulated industry (e.g., banking).
• Two (2) years of experience in working with labor relations.

Benefits

• Transportation.
• Life insurance.
• Medical insurance.
• Solidarity association.
• Growth plans.
• Additional days off.