The HR Service Delivery Team Supervisor will be responsible for overseeing a team of agents, assigning all work assignments and managing the quality of the work and drive the people management activities within the team.
Key Responsibilities:
Interprets day to day business objectives and prepare execute operational practices work programs.
Ensures proper execution of processes by team.
Reviews all incoming work for clarity, provide clear work directions, e.g., receive requests for assistance from the field, determine level of assistance required and respond appropriately.
May perform data entry or other client related tasks in various systems, as required.
Demonstrates expert knowledge of processes and related systems to effectively perform responsibilities.
May make decisions about the day to day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling. Includes adjusting work hours as necessary to meet deadlines, e.g., overtime, evening, and weekend hours.
Manages workloads to ensure even distribution of responsibilities and provide development opportunities, when available, with assistance from supervisor or workforce planner
May perform and or ensure completion of quality review check on outgoing work e.g., proof data entry, correspondence, and other tasks within immediate team to ensure quality, accuracy, and consistency.
Identifies and assist with development of support materials for team use, e.g., training manuals, role aids, and views in databases.
Prepares and analyze complex reports information and formulate conclusions.
Ensures that all the client responsibilities occur in accordance with the statement of work and service level agreement with clients.
Acts as subject matter expert for team members
Role Requirements:
While remote, the selected individual must reside within policy for posted locations
Availability to work any shift between 7:00 am – 7:00 pm Monday – Friday