REQUIRED EDUCATION AND EXPERIENCE

• Required: Candidates must have a bachelor’s degree.

• Desired: Degree in Human Resources, Business or related field.

• 3+ years of HR Operations / Tiered Service Delivery or customer service experience.
• Minimum 2 years’ experience in a leadership/supervisory role.
• Previous experience in collaborating/communicating effectively across various levels of the organization.
• Proven leadership skills with ability to successfully manage a team.
• Knowledge/awareness of applicable regional laws or regulations.

KNOWLEDGE, SKILLS AND ABILITIES

• Hands-on experience working within HCM/case management tools; Workday experience preferred
• Working with or designing/modifying IVR solutions.
• Verbal/written communication skills and ability to present topics in a clear and concise manner to audiences of varying levels within the business
• Demonstrated self-motivation, analytical, problem solving skills, and initiative to drive results.
• Strong prioritization and organizational skills.
• Proficiency in MS office suite.
• Excellent attention to detail while maintaining data integrity and handling sensitive information.
• Ability to meet deadlines and work in a fast paced environment.
  

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PRIMARY PURPOSE OF THE POSITION

The primary purpose of the Team Leader role is to support the development, growth, and performance of HR Services teams. Includes leading and managing a team of HR Services associates who perform operational tasks in a specific process or focus area. Strives to deliver a positive experience for inquiring associates, managers, or other stakeholders.

PRINCIPLE DUTIES AND RESPONSIBILITIES

• Acts as the first point of contact for any issues that arise within the team and from managers, associates, or other stakeholders, escalating to HR Services Leadership as appropriate. Manage daily operations through assisting team members with addressing inquiries or other HR Operations tasks. Coaches team members on applicable inquiry resolution or performance practices. Ensures escalations to higher tiers for issue resolution occur as appropriate.
• Monitors Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure timely resolution of inquiries and high quality of HR support is delivered. Measures customer satisfaction and collaborates with stakeholders to ensure adequate results.
• Evaluate opportunity to continuously improve HRS processes and workflows to maximize efficiency and effectiveness. Lead initiatives to implement solutions that align to business goals and deliver operational excellence. Collect team ideas, identify trends, and research potential solutions with a focus on end user experience, process efficiency, and automation.
• Manage and maintain the Workday Help ticketing platform. Update site as appropriate when changes are necessary, partnering with IT and/or HRIS teams when appropriate. Monitor for any opportunities to create efficiencies in the ticketing process and solution for customer needs. Monitor for outstanding tickets. Manage the knowledge base repository, updating work instructions as needed and communicating changes.