The role is responsible and accountable for supervising a team in the HR Contact Center, to ensure the team meets or exceeds expectations and defined SLA targets. The role will support the manager and coordinate with stakeholders and team members in executing end-to-end contact center activities by ensuring quality and timeliness of output, adherence to defined service level agreements, and ensuring compliance to relevant standards and procedures. The role is responsible for ensuring effective staff utilization to meet business needs and ensure effective service delivery. Responsible for supporting team members as needed, providing coaching and training, ensuring team members are engaged and motivated and fostering a collaborative culture
- Responsible for managing the day-to-day HR Contact Center operations by leading the team and developing and implementing internal workflow processes, operating procedures, team schedules, and controls.
- Manage team workload and capacity; recommend long or short-term adjustments to staffing model when/if necessary, to effectively support shifts in scope of work and/or volume
- Manage team performance, provide coaching, and identify career development opportunities relevant to the team
- Develop strong stakeholder relationships by ensuring escalations are managed effectively and proactively and elevating if/when necessary
- Lead and/or participate in governance meetings with internal/external stakeholders to discuss operational results, issues, strategies, and solutions to improve team’s performance
- Provide and present regular performance and operational progress reports to internal/external stakeholders ensuring issues are flagged, monitored, and resolved in a timely manner
- Ensure effective timely communication to leadership and stakeholders
- Develop and prepare reports and conduct analyses on resource utilization, performance against SLA targets, quality, and process efficiency
- Investigate and resolve complex issues
- Analyze issues and service failures to identify root causes and trends to develop and implement improvement strategies
- Be a point of escalation for issues and time critical actions. Undertake required actions and resolve as appropriate. Escalating as required
- Drive continuous improvement. Identify and implement process improvements to streamline processes, improve customer experience, increase productivity, and ensure high quality service delivery
- Lead system testing, coordinating this activity for the team. Identify issues, ensure retesting happens until issues are resolved
- Provide guidance and direction to the team according to established policies, procedures, and management guidelines
- Accountable for ensuring adherence to audit and regulatory requirements both internal and external (i.e GDPR, AECOM Privacy Policy and SOX) ensuring the Company is compliant and risks are mitigated
