Category: Human Resources
Location: Vancouver, British Columbia
HR Service Centre Manager
Job ID: 12684
Job Status: Full Time Regular
You are an experienced human resources professional who is looking for an opportunity to be an instrumental contributor in transforming the HR function and building a best-in-class HR Service Centre. You thrive in a customer-focused, high-paced environment and possess strong leadership and coaching skills. As the HR Service Centre Manager, you will ensure a commitment to exceptional customer service is achieved by the Service Centre, particularly in the interactions as the first point of contact for employee and manager HR inquiries.
Ledcor is investing in a multi-year initiative, called HR2020, to provide new HCM technology and an updated HR operating model to support our company’s future business growth and development. HR2020 will improve the employee experience at Ledcor through enabling technology and broadened HR service delivery. We have already started on this journey and we are adding expertise as needed to complement our dynamic team. If you are looking for a career where you can make a real difference, come join our True Blue team.
Join Ledcor’s talented Human Resources team in Vancouver, BC.
Collaborates with other key team members in the development and delivery of service level agreements (SLAs), scripting and key performance indicators (KPIs) for the Service Centre
Manages escalated issues and facilitates high customer satisfaction through positive, reliable service
Develops, tracks, and reports on service level metrics for the HR Service Centre, including feedback on customer trends and concerns; ensures that KPIs and SLAs are being achieved
Monitors incoming inquiry trends and reports back to impacted stakeholder groups
Reviews longer-term analytics to determine opportunities for improvement that would reduce or eliminate frequently-cited issues/inquiries, which may include employee or leader training, Service Centre Team Member training, or improved HR portal/self-service content
Works closely with leaders within the broader HR Service Centre, Business HR and the Communities of Expertise to ensure escalated requests are actioned and closed out with an appropriate sense of urgency
Ensures that all current processes and work instructions are well documented and communicated effectively throughout the Service Centre team, maintaining compliance with HR policies and processes
Works closely with various stakeholders on the selection and implementation of new technology
Provides effective leadership to Service Representatives, including development and coaching in effective customer interaction and service delivery techniques to enable a strong customer service culture
Takes responsibility for workforce forecasting/planning, training, coaching, employee engagement and performance management for the HR Service Centre team
5+ years of experience in an HR Service Centre / Contact Centre Operations environment, inclusive of proven experience in an HR-related discipline
Bachelor’s degree in business administration or a related field
5+ years of relevant supervisory experience
Experience with case management technology such as ServiceNow or similar
Knowledge of Computer Telephony Integration (CTI) and Automatic Call Distribution (ACD) technologies an asset
Knowledge of the design, operation and functioning of an effective high volume service centre, including in-depth knowledge of relevant technologies
Strong leadership and coaching skills, with the ability to inspire and maintain a high level of enthusiasm and engagement from direct reports in a contact centre environment
Demonstrated ability to effectively manage for results, including goal setting and the measurement and monitoring of key performance indicators and team performance
Ability to work efficiently in a fast-paced, high demand, team oriented environment, with a strong sense of urgency as part of daily work style
Excellent interpersonal and communication skills, with a very strong customer service focus and the ability to partner effectively with HR/Business groups to address problems
Ability to exercise professional judgment and assume responsibility for decisions that have an impact on people, quality of service, and cost
Strong analytical ability, with a focus on key performance measurement and continuous process improvement
Relocation assistance may be provided, if required
Our Human Resources (HR) team helps Ledcor’s leaders attract and retain our most valuable asset – our people. With expertise in recruitment, employment practices, workplace culture, learning and development, and compensation, the HR team supports the entire lifecycle of our employees. We are a diverse team equipped to support the growth of our company.
But when you work for Ledcor, your experience will go far beyond the project. Do you want a career that means more? Join our True Blue team now!
Vancouver, British Columbia