Team Lead HR Advisory

Summary:
The Team Lead HR Advisory will be responsible for the oversight and day to day management of the HR Shared Solutions representatives. This team will serve as the first point of contact (phone, cases, chat) for HR customers. This position will ensure superior customer service is being provided and serve as a mentor to the team.
Responsibilities Include:
• Support People Operations team with resource allocation, quality assurance, and continuous improvement
• Conducts contact monitoring and data integrity quality assurance reviews to ensure that quality expectations are being met
• Observes team members demeanor, technical accuracy, and adherence to organization policies and provides timely feedback and coaching to ensure performance metrics are being met or exceeded
• Serves as the initial escalation point for resolving issues when needed
• Creates, triages, and resolves customer inquiries and requests via case management
• Provides accurate, consistent, and timely responses to HR requests that are considered to be routine requests and require limited research
• Contributes positively to the team through the sharing of knowledge, ideas, and active participation in meetings, coaching, and personal development
• Maintains adherence to all audit, compliance, and regulatory requirements
• Drive team to achieve operations metrics in support of the service level agreements
• Constantly assess and evaluate the effectiveness of current performance strategy and seek to improve
Requirements:
Education: Bachelor’s degree in Human Resources or related field. Equivalent work experience to be considered in lieu of higher education.
Experience: 3+ years relevant work experience
Computer Skills: Standard computer skills with advanced knowledge of HR systems and Workday HCM
Communication Skills: This position is expected to communicate recommendations and implement performance strategies across a broad range of users, stakeholders, and management. Excellent written, verbal, and presentation skills required. Team member must be able to adapt their communication style for all levels within the organization.
Special Skills: Demonstrated experience in supervisor teams in a high volume, metric-driven environment; Ability to drive improvement and integration of processes, technology, and people; effective time management and prioritization skills; detail oriented with focus on quality; Ability to maintain confidentiality in sensitive positions
Supervisory: Yes, this person will lead a team
Travel: 5-10 domestic trips per year.