Supervisor Associate Service Center

Category/Area of Expertise: Internal Human Resources
Job Requisition: 491391
Address: USA-NC-Salisbury-2085 Harrison Road
Store Code: FL Associate Relations (5171434)

At Food Lion, Associates are the most important assets to our organization. We want associates to have meaningful careers full of variety and challenges. Each associate contributes to the overall success of Food Lion, and in return, we strive to provide all associates with a fulfilling work experience and reward performance and commitment. We are committed to the professional development of our associates through on-the-job learning opportunities and training.

Position Summary

Supervises a team of Associate Service Center Specialists who respond to incoming phone calls, self-service tickets, or compliance case management system from associates, managers, terminated associates, family members and outside agencies or vendors, etc. Monitors all ASC queues throughout the day to ensure accurate and timely problem resolution to meet all service level objectives Lead the ASC training and Quality Assurance to ensure information and tools are in place to support the call center reps. Access the needs of the team and modify training materials to support developmental needs of the team.

Principles and Responsibilities

• Act as liaison with members of the ADUSA Central team, HR, and Payroll organizations as needed regarding Knowledge Article or policy updates, escalated associate inquiries and/or issues.
• Recognizes when escalation to a subject matter expert is needed.
• Utilizes the case management system, knowledge base and other tools to actively manage caseload in accordance with team production goals and established service level objectives.
• Ensure ASC representative maintains accurate records of all interactions in the case management system, forwarding any interactions requiring research or more in-depth analysis/response to subject matter experts, and ensures cases are closed with all required documentation
• Monitor the ASC queues and adjust skills sets and off-phone activities throughout the day to minimize wait times and abandonment rates.
• Assist direct supervisor with special projects and strategies to improve productivity and effectiveness of the team, involving the ADUSA Central team appropriately for impact assessment or implementation.
• General HR/policy calls
• Additional job duties may be assigned as needed to meet the needs of the business and support our Values.

Basic Qualifications

• Associate degree or equivalent combination of education and related work experience.
• 3 years' Supervisory experience supporting HR systems, payroll or in a high-volume HR contact center.
• Familiarity with HR, Benefits, Talent, Unemployment and Payroll processes.
• Competent in MS Office software.
• Dedicated to providing outstanding customer service to ASC customers, business partners and associates at all levels of the organization.
• Exceptional skills in communication and customer service
• Strong leadership and relationship building skills.
• Strong interpersonal, organizational, time management and listening skills.
• High attention to detail and policy compliance.

Preferred Qualifications

• Bachelor's degree or equivalent combination of education and related work experience.
• Experience in a high-volume Human Resources customer service call center.
• Experience working in Human Resources and/or Payroll in a documentation, communications, training, or quality assurance capacity.
• Prior management/supervisory experience preferred.
• Experience working in Human Resources and/or Payroll Service center or customer service center environment, and familiarity with common service center tools (e.g., telephone, case management) are preferred.
• Experience in delivering excellent customer service in a high transaction environment.

Skills and Abilities

• Strong Interpersonal, communication, and customer service skills
• Some project Management experience
• Strong Organizational skills

Competencies

• Ability to maintain confidential information Working knowledge microsoft word outlook and excel.
• Build and sustain relationships
• Customer focus
• Effective team player

Physical

• Prolonged periods of sitting while performing computer work functions.

Food Lion provides equal employment opportunities to all associates and applicants for employment without regard to race, color, religion, sex (including pregnancy, childbirth and related conditions) national origin, age, disability, sexual orientation, veteran status, gender identity or gender expression or any other characteristic protected by law.

If you have a disability and require assistance in the application process, please contact our Recruiting Department at recruiting@foodlion.com