HR Contact Center Lead

GBS (Global Business Services) provides financial, human resources, audit and IT services to the British American Tobacco entities. Our category expertise, large capabilities and international operation makes us a unique business partner who excels in financial leadership and, therefore, offers great shareholder value for BAT.

If you have financial or HR areas background; you thrive when faced with a challenge and you are highly motivated; you want to develop your career in an organisation that will not only recognise the unique attributes you bring but will support your development and reward your contribution,
visit our website @ www.bat-careers.com

Requirements:

At least 1 year experience in people management
Experience with ticketing tools
Comfortable with working in a dynamic environment
Ability to prioritize, multi-task, and meet deadlines
Strong organization and project management skills
Communication and presentation skills
Proficiency in English
Experience in a multi-cultural environment is nice to have
HR experience is a plus

Key deliverables:

Proactively identifies and updates knowledge management articles (i.e., scripts, procedures, policies, FAQs) to support Tier 1 Agents
Ensures that Tier 1 Agents appropriately execute processes and policies by following standard operating procedures
Ensure all Tier 1 agents are kept informed of new information related to HR products, procedures, projects / programmes, Customer needs and specific business issues which may impact HRSS service delivery
Acts as point of escalation to effectively resolve complex issues and Customer complaints by exception
Manages the flow of information and communication between the Tier 1 Agents and other parts of the HR function including incorporation of feedback from HRSS, to support and enable continuous improvement
Effectively manages resources, ensuring that high quality Customer service is provided on a daily basis and in line with agreed SLAs.
Monitors Tier 1 performance against service standards to ensure that support and services are provided in line with established SLAs & KPIs
Establishes and executes processes and procedures for maintaining HR data accuracy and integrity
Identifies areas for service improvement and communicates opportunities to the Head of Continuous Improvement, to be incorporated in future plans and developments for the HRSS sub-function
Suggests methods to update, simplify, and enhance processes, procedures, and technologies and make procedural changes related to the service provided by Tier 1 agents
Recognises, reports and escalates unusual events affecting Customer service and HR data accuracy
Promotes training, personal growth, professional development, career progression and teamwork of Tier 1 Agents
Provides line management responsibility to direct reports including team member inductions, the setting of performance targets, monitoring and managing performance against objectives, providing coaching and ensuring development opportunities are provided
Builds capability amongst Tier 1 Agents and ensures work is allocated to support efficient delivery and cater for individual areas of expertise