Job details
Job type full-time
Full job description
Description
Hr contact center supervisor adventhealth corporate
Location address: remote
Top reasons to work at adventhealth corporate
Great benefits
Immediate health insurance coverage
Career growth and advancement potential
Work hours/shift:
Full-time, monday - friday
You will be responsible for:
Supervise a team of hr contact center employees and provide coaching and feedback on individual and team performance outcomes
Assign, monitor, and follow up on work assignments to the team
Provide call and case support during high peak times
Ensure call and case management outcomes align with performance expectations and defined processes
Evaluate case data and audit solution usage for accuracy, training needs,
Ensure customer service, data integrity, and productivity expectations are met
Analyze service center trends and business cycles to predict long- and short-term staffing needs
Manage daily staffing schedules to ensure adequate coverage at all times
Develop and implement procedures and resources to effectively support team performance needs
Assist in training new and current employees
Develop and maintain training and reference materials for team
Serve as an escalation for representatives and specialists
Monitor trends based on calls, issues, and queries
Make recommendations on how to improve the quality of service
Assist in resolution of complex or escalated customer inquiries
Qualifications
What you will need:
Bachelor’s degree in relevant field
Three years’ experience in a high-volume contact center, specialized in supporting multiple human resources functions resolving complex issues
One year experience in overseeing the work of or supervising others
Applicable certification preferred, such as phr, shrm-cp, or other industry-specific certification), preferred
Human capital management (hcm) and customer relations management (crm) experience, specifically peoplesoft, preferred
Experience in a shared services model supporting a large employer, preferred
Job summary:
Supervise a team of hr contact center employees and provide coaching and feedback on individual and team performance outcomesAssign, monitor, and follow up on work assignments to the teamProvide call and case support during high peak timesEnsure call and case management outcomes align with performance expectations and defined processesEvaluate case data and audit solution usage for accuracy, training needs, ensure customer service, data integrity, and productivity expectations are metAnalyze service center trends and business cycles to predict long- and short-term staffing needs.
This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.
