Manage a team responsible for answering employee questions and delivering an exceptional employee experience.
Monitor key performance metric scores and implement changes to continually increase performance against service level agreements (SLAs), quality, and customer satisfaction.
Manage inbound employee inquiries, identify needs, process necessary transactions in Workday, Salesforce and other systems, and escalate issues or re-assign inquiry, as required.
Monitor and audit case interaction quality and proactively implement measures to minimize escalations.
Serve as a subject matter expert on HR policies and coach and mentor team.
Develop and deliver training and onboarding of newest contingent workforce team members.
Manage and facilitate regular quality management reviews and audits.
Seek out opportunities to automate and enhance our operations to be more efficient, while keeping employee experience as the utmost priority.