As a HR Employee Service Manager I on the HR Answers Servicing Team for the Americas, you will be responsible to ensure that specialists provide accurate, timely responses regarding HR products and services. Evaluate recorded calls and grade results according to standards. Perform coaching sessions to assist specialists with development. Partner with Quality Assurance team to ensure that methods, tools, standards, are appropriate. 

Key Responsibilities 

• Responsible for ensuring team is meeting daily production standards. Accountable for maintaining team's overall quality. 
• Handling escalations from active and ex-employees and ensuring that those are responded on a timely basis 
• Partner with Training team to assess current training needs for specialists. Providing process training to existing team members and cross training the team from a business contingency view. 
• Monitor performance statistics on call and case management system and work closely with analyst to determine schedules. Manage time off to ensure that service level goals are met. 
• Perform administrative functions which include, but are not limited to, timekeeping, time off scheduling, training scheduling, shift scheduling, and attendance and lateness record keeping. 
• Complete performance reviews and meet with team members to discuss performance and work with them on development plans. Coach, provide feedback, mentor, lead by example, and provide direction and guidance to team members. Recommend HR actions (salary actions, promotions, and terminations). Handle corrective actions when necessary. 
• Look at streamlining the process, improvement ideas and identifying knowledge gaps. 
• Supervise a team of 15-18 Customer Service Specialists who handle inbound calls and cases. 

Minimum Qualifications 

• Around 5 years experience leading a team, preferably in call center setting.
• Experience in Human Resource and/or HR Policies is preferred. 
• Must be proficient in the use of a PC -specifically Word, Excel, and PowerPoint. 

Work Schedule 

• Must be able to work flexible hours Monday through Friday; some schedules may include Saturday