myHR CallCenter Supervisor

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Location:
Nashville, TN US
Worker Type :
Salary
Services:
Corporate
Posted Date:
12/21/2017 2:26:37 PM
Category:
Human Resources
Work Type:
Fulltime-Regular
Line of Business:
Global Business Services
ID:
149464
Overview:

Aramark (NYSE: ARMK) is in the customer service business across food, facilities and uniforms, wherever people work, learn, recover, and play. United by a passion to serve, our more than 270,000 employees deliver experiences that enrich and nourish the lives of millions of people in 22 countries around the world every day. Aramark is recognized among the Most Admired Companies by FORTUNE and the World’s Most Ethical Companies by the Ethisphere Institute. Learn more at www.aramark.com or connect with us on Facebook and Twitter.



Description:

Job Summary

Reporting to the Manager, myHR Call Center, the myHR Call Center Supervisor is responsible for managing the work activity of call center associates, ensuring a high level of quality customer service is provided during every transaction.  The myHR Call Center Supervisor will also ensure call volumes are managed and transactions are completed, timely and accurate.

 

Job Responsibilities

  • Distribute work and reassign tickets as necessary to maintain a balance of activity 
  • Monitor calls and perform quality assurance checks on transactions.
  • Ensure tasks are performed in accordance with service level agreements (SLAs); work with team to adjust performance as needed
  • Oversee scheduling to ensure sufficient coverage
  • Resolve escalated or complex issues
  • Review operational dashboards to identify opportunties for improved performance
  • Partner with other COEs to resolve customer service issues that expand outside the scope of Tier 1
  • Train, coach and develop associates


Qualifications:
  • Bachelor’s degree in HR or related field is required
  • 5-7 years of experience as an HR professional and 3+ years management experience preferred
  • HR certification is preferred
  • Proven leadership and experience managing effective relationships and communicating with management at all levels
  • Knowledge of HR policies and employment laws and regulations (e.g., EEO, OSHA, FMLA, FLSA)
  • Ability to prioritize, manage multiple tasks and projects, and meet deadlines
  • Demonstrated ability in critical thinking and problem-solving
  • Ability to build influence through logical and convincing decision making
  • Proficient in Microsoft Office, HR Systems, i3 or other telephony systems shared service/collaboration technologies



Aramark is an EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION employer – Minority/Female/Disability/Veteran

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