Contact Center Quality Analyst jobs in Nashville, TN

Location: 

Brentwood, TN, US, 37027

Delek US Holdings, Inc. is a diversified downstream energy company with assets in petroleum refining, logistics, asphalt, renewable fuels, and convenience store retailing. We are hiring for the position of Director, HR Contact Center located in our Brentwood, Tennessee corporate office.

The Director HR Contact Center, is responsible for leading and improving the day-to-day customer service support for employees and prospective employees. They will ensure Tier 1 & 2 services are completed in an accurate, timely, and efficient manner and in full compliance with all legislative requirements and company policies. This role is responsible for monitoring service level agreements and driving continuous improvement by monitoring and communicating KPIs using our ServiceNow case management tool.  They will be expected to manage the ongoing engagement, training, and development of the HR Service Center team members. This role will partner across all HR centers of excellence (COE’s) to maintain a thorough understanding of new programs and requirements and ensure the team is prepared to support as needed.

Come and #jointheenergy! We offer top-of-the-line benefits along with health premium reimbursements.

Role & Responsibilities:

• Leads a Tier 1 and Tier 2 focused team, supervising work activity, ensuring call volumes are managed, and transactions are completed timely and accurately. Direct the distribution of work activity among the team in order to maintain a balance of activity and perform quality assurance checks on employee transactions.
• Builds and fosters positive relationships with HR peers and customer base; serve as an interface between internal and external stakeholders. Works with all Human Resource functions, and business unit leaders to improve transactional experiences and processes within HR Shared Services
• Supports an environment that promotes customer service, teamwork, and accountability
• Reviews HR Shared Services performance goals and leads efforts to continuously improve the HR service delivery
• Provide coaching and guidance to improve staff performance and capabilities and identify training needs; develop staff in technical and soft skills
• Review and analyze tier metrics on an ongoing basis to help continuously improve operations
• Delivers customer value by recognizing customer needs and developing, implementing, and maintaining processes and team capabilities to deliver products and services.
• Monitors the effectiveness of assigned policies and processes to continuously improve and simplify processes and reduce costs.
• Energizes the team through inclusive behaviors and by leading, managing, mentoring, and developing all members of the staff to deliver positive business and organizational outcomes.
• Demonstrates accountability for the actions of the organization and team and ensures that products are delivered on time, on schedule, and in alignment with expectations and reflect attention to quality, accuracy, and detail.
• Ensure HR Shared Services operational performance against goals and metrics
• Identifies and resolves problems in a timely manner, develops alternative solutions as needed
• Manages difficult or emotional customer situations by responding promptly to customer needs, soliciting customer feedback to improve service, and meeting commitments
• Demonstrated ability to lead and manage teams of hourly employees.
• Passion for growing and developing strong customer service mind set.

Required Qualifications – Education, Skills & Experience:

• Bachelor’s Degree in Human Resources, Information Technology, Business or other related degree.
• 7 years of experience working in a service center environment or similar function, with at least 3 in a role managing hourly employees. Must have experience with case management and call center technology, strong preference for ServiceNow experience.

Preferred Qualifications – Education, Skills & Experience:

• 10 years of experience working in a service center environment or similar function, with at least 5 in a role managing hourly employees.  HR experience preferred

#LI-JV1

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability status, protected veteran status, or any other characteristic protected by law. Equal Opportunity Employer/Disabled/Veterans.