Job Description
This role will report to the global leader of our AskHR Contact Center team and be the global leader's point of contact for the EMEA region. Responsibilities include: Managing a small team of agents (currently contractors) that respond to HR Tier 1 inquiries on EMEA and Globally applicable topics Handling escalations and ensuring the team and our knowledge resources are up to date for all changes for the region Reviewing AI Agent user feedback for continuous training opportunities Understanding the operational data for the region, sharing trends with partners and leadership Driving global operational improvements coordinating with Americas and Asia colleagues Responding to employee questions leveraging multiple channels as required based on volume Working independently but collaboratively on delivering, maintaining, and improving HR services, procedures, and processes to increase employee satisfaction, driving performance, and achieving results. Maintaining all compliance requirements of dedicated HR shared service processes. Preferred experience: Experience working in a fast-paced, HR Shared Service environment Comfortable with ambiguity and matrix management organizations Experience with HR case management systems and associated processes (preferably ServiceNow) Experience writing training documents and SOPs Excellent interpersonal communication skills High level of professionalism and strong analytical skills Strong time management and work prioritization, ability to multi-task adaptability, and accountability. Strong problem-solving abilities and attention to detail Demonstrates a strong ability to communicate clearly and effectively through a variety of channels and circumstances. Strong process and procedure orientation with the ability to apply continuous improvement methods. Must be customer-focused and comfortable working with a diverse group of people and able to work successfully within a team Experience with AI Agents, a plus Experience providing support via Live Agent Chat, a plus Academic credentials: Associates degree required Bachelor's degree in HR or business preferred To be considered for this role you will be redirected to and must complete the application process on our careers page. To start the process click the Continue to Application below.