Sys Supervisor HR Contact Center

This remote position is responsible for the day to day supervision for a team of HR PR Support Center Representatives within the HR PR Shared Services Center. It is accountable for increasing the customer experience and satisfaction, first call resolution rate, accuracy rate and other support center measures by efficiently delivering quality services. The supervisor will work with management, quality and training to ensure teams are providing sincere, proactive assistance, support, and accurate guidance to callers. The role involves developing, motivating, evaluating, and coaching the team on work processes and procedures, proper call handling and teamwork to deliver excellent customer service in a remote environment. This person will be visible and available to staff to answer questions, monitor calls, and give ongoing feedback; take escalated customer calls, answer questions, and recommend corrective services to address customer complaints. The supervisor also ensures accuracy and efficient use of support center tools and systems and adherence to all processes and procedures, maximizes information flow and productivity within assigned teams. The position is responsible for ensuring team and individual KPIs are met and/or exceeded (i.e., customer satisfaction, quality, etc.) as well as operational SLAs are consistently monitored and achieved. It improves customer satisfaction and response time to customer phone, live-chat and online requests, provides staff with guidance and day-to-day oversight of customer inquiries, and monitors internal priority level tracking system to monitor, respond, and learn from customer comments/issues. Responsibilities include building a cohesive team, ongoing employee engagement, assessing performance, providing feedback, removing barriers to job performance, assisting with scheduling, and monitoring attendance. They also assist with proactive review of call and case data to identify trends and issues and work collaboratively to bring resolution and process improvements in addition to overseeing the daily process of leave administration and the employee’s initial claim filing notice.