Job Opportunities in Costa Rica
October 9, 2024
Auxis
Heredia
HR Employee Service Desk Team Lead
Job Summary: The purpose of the Team Lead, Employee Service Desk is to lead daily tasks related to analysis, execution, and support of the Employee Service Desk, in addition to being an overall SME for all services and processes under scope, with a focus on assisting Auxis‘s clients to ensure high levels of customer satisfaction and productivity. The Team Lead will be the primary customer interface for trouble calls; and provides support, direction, monitoring, and coaching to the assigned agents in all areas of job performance, including employee’s contact processing, problem resolution, and work planning. Also, The Team Lead will work with the Supervisor to monitor overall team performance, including achieving target transactional volume and quality measures, following the contractual and operational standards of the account. In this capacity, the Team Lead will also be directly involved in supporting employee’s calls and related transactional activity, and will be responsible for personnel and employment matters (e.g., performance evaluations, recruitments, increases, disciplinary actions, and promotions). He/she will adjust its schedule based on the account needs.
Responsibilities:
Responsibilities:
- Monitor, prioritize, and assign daily responsibilities to Employee Service Desk staff, assuring the proper alignment of resources and skillsets to inquiry and request demand.
- Assist team members with day-to-day execution of duties and guide the team regarding proper procedures, policies, and requirements. May review and approve certain staff transactions as defined per policy/procedure.
- Assure that HR transactions, data, and services are timely, accurate, and compliant with company and regulatory requirements. Provide back-up to staff and perform transactions when necessary.
- Handle escalated and/or sensitive requests and issues related to processing. Escalate particularly specialized, difficult, or sensitive matters to the appropriate “Tier 2 Function” or “Center of Excellence” resource and assure that cases are updated and maintained accordingly.
- Follow proper operational procedures and assure the same from the staff. Support the supervisor and manager as a project coordinator to organize and facilitate ongoing development, evaluation/testing, and maintenance of processes and documentation (e.g., contact center scripts, Standard Operating Procedures, Work Instructions). Continually drive documentation to ensure complete, accurate, and up-to-date depiction of processes.
- Perform audits and validations of Service Center transactions. Examine and verify any data related to the Service Center for accuracy and consistency.
- Monitor the participation of team members to verify that the training received is used correctly or if they need additional training.
- Conduct individual weekly One on One’s with team members.
- Conduct periodic Performance Appraisal sessions with team members.
- Conduct a weekly team meeting.
- Conduct operational meetings with the client/supervisor.
- Create reports and statistical information to inform the supervisor about the progress of the team's performance, demonstrating volume, quality, accuracy and SLA compliance.
- Support with any other new process when required by the client as long as it has been officially included in our scope.
- Provide training and coaching to team members.
- Coach and mentor staff to support a high-performance team. Assist the supervisor with setting goals and supporting growth and development of team members
- Lead or support in the required projects to continuously improve client’s operation
- Analyze and suggest procedures and processes improvements
- Conducts call monitoring and data integrity reviews to ensure that production and quality expectations are being met, providing timely feedback and coaching to ensure performance metrics are being met or exceeded; observes employee demeanor, technical accuracy, and conformity to company policies
- Support the administration of management tasks associated with payroll, separations, Leaves of Absence (LOA), Short Term Disability (STD), and on-boarding of new hires.
- Build morale, establish an atmosphere of team camaraderie, and promote a common team identity
- English – Spanish Language (Oral and writing 90 % or higher), (C1 or above).
- The resource will adjust its schedule based on the account needs.
- High School Diploma, Advanced bachelor studies in Business Administration, Human Resources, Social Sciences or related field.
- 3 - 5 years of experience in a shared service center, with a proven track record leading service delivery teams, preferably in a HR services or Service Desk/Customer Services environment
- 2 – 4 Years of experience as Team Leader or Supervisor within Shared services organization
- Proficiency in team leadership, coaching and development skills
- Demonstrated experience managing and supporting change initiatives
- Good knowledge of business Processes and working with Case management systems, preferably Service Now
- Experience on service transition implementations
- Experienced and efficient handling of standard IT-Applications, preferably MS Office & MS Visio
- Process improvement mindset, with experience using Lean Six Sigma methodology
- Proficient in Operational Metrics and reporting in a shared services environment (KPIs, Dashboards)
- Demonstrated ability and experience in prioritizing and managing multiple projects, using project management methodologies
- Certifications in PMP or equivalent and Green Belt LSS are an added advantage
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