Employee Admin and Voice Team Leader

Qualifications

• Fluent English (C1)
• Min. 2-3 years of supervisory experience (experience in BPO or SSC will be an asset)
• Proven experience and strong process knowledge in HR administration area
• Strong knowledge about labor law regulations (preferably UK) and experience in HR administration department
• Good knowledge of Case management system (preferably Zendesk, but any other will do), SAP SuccessFactors and Document management systems
• Telephony systems experience (as a user or supervisor)
• People management skills
• High level customer service skills
• Excellent problem-solving skills and cooperation attitude
• Strong analytical skills
• Readiness to work outside standard business hours

The purpose of this role is to manage the respective teams to deliver high quality, professional and proactive service to a well-established retail UK brand within Digital Employee Operations. The role purpose also includes management of day to day team’s issues and escalations, as well as building a supportive atmosphere and continuous work on efficiency improvement.

Job Responsibilities

• Demonstrating knowledge of processes and procedures relevant in HR Administration area
• Supervising and motivating the team to deliver high quality, professional and proactive day to day service to the Client, with agreed SLA’s and with agreed ‘user experience’
• Acting as a Subject Matter Expert (SME) for the team and clarifying their process related queries
• Managing the team’s shifts and back-up structure across
• Monitoring and prioritizing the team workload
• Organizing knowledge sharing sessions internally with the team members to constantly develop the knowledge database
• Organizing successful process related to problem solving to provide excellent services to Client’s employees
• Handle regular communication with the Client counterparts and build relationship with them for the future delivery
• Manage day to day team’s issues, flag and mitigate them and manage escalations
• Process client’s escalations
• Keep all required process documentation up to date (process maps and procedures) and other documentation within agreed timeframes
• Participate in preparing the HR related reports on workload management, SLA achievement (including quality) and process efficiency
• Analyse the related management reports to observe trends and introduce improvements
• Participation in transition in Q2

We are looking for professionals eager to engage actively in setting up an HR service for well-established UK & Ireland retail brand. This is an opportunity to drive impact through dynamic Digital Employee Operations, with scope covering Vacancy & Onboarding management, Employee Administration, Payroll and Rewards processes. We invite you to be a part of global team valuing collaboration, diversity, quality and fun, taking on this new exciting challenge, including the transition of HR processes into Kraków Delivery Center.
Join us and use your skills to make a difference.