Responsible for managing the Level 1 function of the HR OC including supervising the team, handling cases and ensuring operational excellence.
Provides supervision, coaching and development of HR OC L1 Case Specialists
Monitor case volumes and ensure cases are distributed appropriately across the L1 Case Specialists
Monitors L1 Performance, including SLA compliance, trends and other measures. Identifies issues and determines appropriate action for resolution
Acts as escalation point for complex queries
Work with key team members to discuss and track frequent issues, analyze trends and possible process improvements to lead to a higher first call resolution
Support the L2 specialists in developing and deploying Tier 0 self help material. This includes identify L1 case specialists to help in any development activities and partnering with the L2 specialist to train L1 staff on new material.
Handle customer (employee, manager and HR) queries and resolve based off of SLAs and expected responsibilities of Level 1 Case Specialist