Duties ResponsibilitiesEnsure timely and accurate delivery of Contact Center Inquiry and Contact Center inbound channels to include phone, email, web forms, chat, etc.Resolve advanced inquiries requiring higher level knowledge and authority.Monitor real-time operational performance and ensure team is staffed appropriately for anticipated call and work volume as well as critical issue of unusual events including malfunctions in enabling technology.Participate with resource forecasting requirements.Responsible for achievement of the service level agreements and business performance goals by encouraging and improving the accuracy and efficiency of team members according to governance to SOPs, Call Center Scripts, etc.Identify Contact Center areas for improvement on daily operational processes and provide support to implement these initiatives by highlighting and discussing key changes/improvement programs with the Manager, Contact Administration.Provide daily and monthly performance feedback and coaching to Contact Specialists; monitor the development and training needs of team members.Mentor and provide leadership development to team membersResponsible for the selection, interview and hiring process for team members.Lead and supply to scheduled and ad hoc training in order to improve performance and promote continuous learning.Drive team engagement and adherence to a global culture identity for Global Services, HR and establish a set of values to promote achievement and continuous improvement in conjunction with the overall Global Services organization.Develop a culture of inclusiveness and multi-cultural engagement through mentor and feedback to peers and the broader community in Global Services, HR in alignment with the Company's Leadership Imperatives.Build a pipeline of diverse talent within the Contact Center team and across the Global Services team. Enable a Credo-based High-Performance Culture within team.Provide management, direction, coaching, feedback, and, where appropriate, field to subordinate team members.Perform special projects and related duties as assigned.Work in collaboration with other team members in Global Services cross functional contact team to complete tasks and fulfill key deliverables, seeking input and assistance as needed.Establish and maintain a confidential and sensitive work environment, focusing on customer service by handling all customer requests in a professional manner.Participates in scheduled and ad hoc training in order to improve service delivery.Other Duties ResponsibilitiesPerform special projects and related duties as assigned.Work in collaboration with other team members in Contact center to implement tasks and fulfill key deliverables, seeking input and assistance as needed.Establish and maintain a confidential and sensitive work environment, focusing on customer service by handling all customer requests in a professional manner.Participates in scheduled and ad hoc training in order to improve policy and process acumen.Duties ResponsibilitiesEnsure timely and accurate delivery of Contact Center Inquiry and Contact Center inbound channels to include phone, email, web forms, chat, etc.Resolve advanced inquiries requiring higher level knowledge and authority.Monitor real-time operational performance and ensure team is staffed appropriately for anticipated call and work volume as well as critical issue of unusual events including malfunctions in enabling technology.Participate with resource forecasting requirements.Responsible for achievement of the service level agreements and business performance goals by encouraging and improving the accuracy and efficiency of team members according to governance to SOPs, Call Center Scripts, etc.Identify Contact Center areas for improvement on daily operational processes and provide support to implement these initiatives by highlighting and discussing key changes/improvement programs with the Manager, Contact Administration.Provide daily and monthly performance feedback and coaching to Contact Specialists; monitor the development and training needs of team members.Mentor and provide leadership development to team membersResponsible for the selection, interview and hiring process for team members.Lead and supply to scheduled and ad hoc training in order to improve performance and promote continuous learning.Drive team engagement and adherence to a global culture identity for Global Services, HR and establish a set of values to promote achievement and continuous improvement in conjunction with the overall Global Services organization.Develop a culture of inclusiveness and multi-cultural engagement through mentor and feedback to peers and the broader community in Global Services, HR in alignment with the Company's Leadership Imperatives.Build a pipeline of diverse talent within the Contact Center team and across the Global Services team. Enable a Credo-based High-Performance Culture within team.Provide management, direction, coaching, feedback, and, where appropriate, field to subordinate team members.Perform special projects and related duties as assigned.Work in collaboration with other team members in Global Services cross functional contact team to complete tasks and fulfill key deliverables, seeking input and assistance as needed.Establish and maintain a confidential and sensitive work environment, focusing on customer service by handling all customer requests in a professional manner.Participates in scheduled and ad hoc training in order to improve service delivery.Other Duties ResponsibilitiesPerform special projects and related duties as assigned.Work in collaboration with other team members in Contact center to implement tasks and fulfill key deliverables, seeking input and assistance as needed.Establish and maintain a confidential and sensitive work environment, focusing on customer service by handling all customer requests in a professional manner.Participates in scheduled and ad hoc training in order to improve policy and process acumen.Qualifications:6 years dynamic Contact Center / Customer Service experience, preferably with a concentration in the delivery of HR / Shared Services processes.Strong leadership skills; operates as a global leader with understanding and appreciation for regional differencesExperience using Service Center technologies, ticket management, knowledge management, telephony / IVR, document management, etc.Validated understanding how work and local activities integrate with HR Shared Services functional work and in alignment with mandated standards.Steadfast commitment to client and customer satisfactionExperience with customer service software applications (e.g., case management)Effective partnership and relationship building skills with key stakeholdersGood capability in assessing, developing and hiring talentAbility to establish a culture focused on continuous improvementFinds opportunities, risks/issues; assesses implications, formulates recommendationsCoaching and collaboration skills with an employee and customer-focused approachExperienced in development and reporting of HR / Shared Services analytics to handle performance, analyze trends, and drive data-based decisions for the organizationUnderstanding of Contact Center management and OperationsResults oriented and ability to motivate team to high levels of performancePositive-minded, collaborative interpersonal skills and leadership qualities vital to build a cohesive, and focused teamConfirmed understanding how work and local activities integrate with HR and other functional work and in alignment with HR / Shared Services standards.Ability to provide clear direction quickly and on-demandAbility to work effectively in a fast-paced environment, handle multiple projects, and daily planned and unplanned operational activitiesStrong written and verbal communication abilities; formal presentation and facilitation skillsCan be trusted to maintain confidential informationExperience partnering internally and externally to address people-related challengesUnderstand short-term and long-term implications of decisions and actionsBasic understanding of business, financial and organizational factors in relation to HR / Shared Services activitiesDeliver exceptional service through tools and processes; experience suggesting areas for improvement on to support continuous improvement effortsQualifications:6 years dynamic Contact Center / Customer Service experience, preferably with a concentration in the delivery of HR / Shared Services processes.Strong leadership skills; operates as a global leader with understanding and appreciation for regional differencesExperience using Service Center technologies, ticket management, knowledge management, telephony / IVR, document management, etc.Validated understanding how work and local activities integrate with HR Shared Services functional work and in alignment with mandated standards.Steadfast commitment to client and customer satisfactionExperience with customer service software applications (e.g., case management)Effective partnership and relationship building skills with key stakeholdersGood capability in assessing, developing and hiring talentAbility to establish a culture focused on continuous improvementFinds opportunities, risks/issues; assesses implications, formulates recommendationsCoaching and collaboration skills with an employee and customer-focused approachExperienced in development and reporting of HR / Shared Services analytics to handle performance, analyze trends, and drive data-based decisions for the organizationUnderstanding of Contact Center management and OperationsResults oriented and ability to motivate team to high levels of performancePositive-minded, collaborative interpersonal skills and leadership qualities vital to build a cohesive, and focused teamConfirmed understanding how work and local activities integrate with HR and other functional work and in alignment with HR / Shared Services standards.Ability to provide clear direction quickly and on-demandAbility to work effectively in a fast-paced environment, handle multiple projects, and daily planned and unplanned operational activitiesStrong written and verbal communication abilities; formal presentation and facilitation skillsCan be trusted to maintain confidential informationExperience partnering internally and externally to address people-related challengesUnderstand short-term and long-term implications of decisions and actionsBasic understanding of business, financial and organizational factors in relation to HR / Shared Services activitiesDeliver exceptional service through tools and processes; experience suggesting areas for improvement on to support continuous improvement efforts