Help support Customer Service Division operation performance to business objectives.
Regularly communicate with executive team and B2B HR clients and contacts regarding Division performance and operation.
Drive operational performance of client HR required metrics.
Deliver consistently exceptional service.
Drive high level of employee engagement, satisfaction and retention.
Provide leadership and coaching to staff to accomplish business goals and prepare them for future roles in division and company.
Partner and coordinate with peers for a seamless operations and customer experience.
Thorough understanding of call center management, technology, best practices and operations.
Monitor performance of direct reports. Provide prompt and objective coaching and counseling. Conduct performance reviews and recommend salary increases.
Provide leadership to staff through direction, example and coaching to accomplish business goals and to develop team for current and future roles.
Participate in the interviewing and hiring process for open positions within the unit to ensure most qualified candidates are selected.
Manage overall operational budget to meet financial performance objectives.
Assure effective communications are maintained within the unit and externally. Where appropriate, inform employees as to plans and progress.

Bachelor’s degree in Business or related field or equivalent related experience
Ten years of experience in a HR or Customer Service or Call center environment
Ten years of leadership experience, including at least three years managing 100+ staff
Current understanding of automated systems and technology as applied to a call center environment
Experience in implementing significant systems and process changes
Proven ability to work in partnership with other managers to accomplish objectives

Demonstrated results in leading initiatives that increased savings and improved service quality or increased customer retention

Analytical and able to connect business and strategy requirements with own work scope
Skilled motivator who can increase employee engagement
Strong interpersonal skills
Strong written and oral communication skills