Leads a team of OneSource HR representatives and are ultimately responsible for resolution of customer inquiries and requests, often through coaching and supporting their team.
They deliver exceptional customer service by leading the administration of complex HR transactions and processes as well as providing guidance related to those transactions and processes.
The incumbent utilize various tools to track and respond to inquiries, which ultimately provide data and information to support assessing the effectiveness and efficiency of the OneSource organization and HR processes.
Through their actions, supervisors ultimately drive customer satisfaction and continuous improvement. Responsible for administering and leading OneSource processes in an effective manner, per guidelines and standardized procedures with process excellence, data quality, accuracy, and customer service.
Point of contact responsible for the accurate resolution of highly complex or critical inquiries and requests that are escalated via phone, email, annual routines, or other access channels
Distribute evenly and consistently cases within the team.
Define expectations, assess, select, and develop the OneSource Onboarding Human Service Representatives (HSRs)
Define, develop, and communicate operational metrics related to onboarding transactions.
Provide on-going performance feedback and coaching to OneSource Onboarding HSRs.
Partner closely with regional HR teams, Talent Acquisition, OneSource teams and OneSource leadership team to ensure processes are streamlined and effective.
Advocate for and lead continuous improvement efforts related to onboarding processes.
Establishes and maintain key relationships with stakeholders and partner with them to resolve issues and implement process improvements.
Assisting in the development of scripts, FAQ's, and desktop procedures as needed
Holding team accountable for delivering services that meet all pre-determined service level agreements (SLAs).
Abiding by all quality guidelines, desktop procedures, and other OneSource procedures.
Minimum Education level : Bachelor Degree
Minimum Years of Experience : 1 years as Supervisor
Required Language Proficiency : English, Spanish
HR or general shared services experience preferred.
Experience with defining and managing high work volumes meeting all defined deadlines.
Proficient Microsoft Office Skills (Excel, PowerPoint, Word).
HR technical skills, including a strong working knowledge of Oracle and Taleo, in order to develop and implement service level agreements (SLAs).
Ability to work in a fast-paced environment while following predefined processes and exhibiting good judgment, tact, diplomacy and flexibility.
Strong team development skills; excellent at clarifying common goals among diverse staff members, and building a collaborative environment.
Strong verbal and written communication skills.
Strong communication skill set including partnering, negotiating, and delivering presentations.
Strong analytical, problem-solving and decision-making skills.