HR Employee Service Desk Team Lead

Job Summary:
The purpose of the Team Lead, Employee Service Desk is to lead daily tasks related to analysis, execution, and support of the HR Employee Service Desk area, in addition to being an overall SME for all services and processes under scope. Maintain the utmost confidentiality in dealing with employee records and business information. Provides task direction, monitors performance, handles escalations, and assists with task performance. Support the development and delivery of HR processes training. Supports the manager and supervisor with organizing tasks and reviewing the work of the team members. As a Team Leader, this position is responsible for development of staff and partners with other Service Center leaders to enhance performance and to improve employee skills. This role may provide input to personnel and employment matters (e.g., performance evaluations, increases, discipline, and promotions). This role is also knowledgeable in general HR practices, system policies and procedures, and customer service acumen. He/she will adjust its schedule based on the account needs.

**Responsibilities**:

- Monitor, prioritize, and assign daily responsibilities to Employee Service Desk staff, assuring the proper alignment of resources and skillsets to inquiry and request demand.
- Assist team members with day-to-day execution of duties and guide the team regarding proper procedures, policies, and requirements. May review and approve certain staff transactions as defined per policy/procedure.
- Assure that HR transactions, data, and services are timely, accurate, and compliant with company and regulatory requirements. Provide back-up to staff and perform transactions when necessary.
- Handle escalated and/or sensitive requests and issues related to processing. Escalate particularly specialized, difficult, or sensitive matters to the appropriate “Tier 2 Function” or “Center of Excellence” resource and assure that cases are updated and maintained accordingly.
- Follow proper operational procedures and assure the same from the staff. Support the supervisor and manager as a project coordinator to organize and facilitate ongoing development, evaluation/testing, and maintenance of processes and documentation (e.g., contact center scripts, Standard Operating Procedures, Work Instructions). Continually drive documentation to ensure complete, accurate, and up-to-date depiction of processes.
- Perform audits and validations of Service Center transactions. Examine and verify any data related to the Service Center for accuracy and consistency.
- Monitor the participation of team members to verify that the training received is used correctly or if they need additional training.
- Conduct individual weekly One on One’s with team members.
- Conduct periodic Performance Appraisal sessions with team members.
- Conduct a weekly team meeting.
- Conduct operational meetings with the client/supervisor.
- Create reports and statistical information to inform the supervisor about the progress of the team's performance, demonstrating volume, quality, accuracy and SLA compliance.
- Support with any other new process when required by the client as long as it has been officially included in our scope.
- Provide training and coaching to team members.
- Coach and mentor staff to support a high-performance team. Assist the supervisor with setting goals and supporting growth and development of team members
- Lead or support in the required projects to continuously improve client’s operation
- Analyze and suggest procedures and processes improvements
- Conducts call monitoring and data integrity reviews to ensure that production and quality expectations are being met, providing timely feedback and coaching to ensure performance metrics are being met or exceeded; observes employee demeanor, technical accuracy, and conformity to company policies

Skills and Experience:
**Personal Competencies**
- Ability to work independently in a fast-paced environment and to handle multiple, competing priorities
- Excellent written and verbal communication skills
- Analytic thinking and pragmatic approach to deal with request
- Living customer centricity through your day-to-day interactions
- Ability to deal with highly personal and confidential information is essential.
- Empowerment
- Ability to work well under pressure.
- Ability to adhere to all organizational policies and procedures.
- Active and strategic learning: understanding the implications of new information for current and future problem solving and decision making as well as selecting and using appropriate training/instructional methods and procedures for the situation when learning or teaching new things
- Demonstrated excellence in customer relations, building partnerships and managing stakeholders at all levels within an organization

**Technical Competencies**

**Academic**
- University Bachelors Degree in Human Resources, Engineering or related field

**Experience**
- 3 - 5