HR Service Center Representative jobs in Vallejo, CA

Requisition ID # 82962 

Job Category : Customer Support / Operations 

Job Level : Supervisor

Business Unit: Human Resources

Job Location : Concord

Department Overview

The Human Resources Solution Center (HRSC) is located in Concord, CA.  We respond to calls and electronic tickets related to SAP actions, basic policy questions and other transactional HR related questions, which include Organization Management, Personnel Actions, such as employee transfers, separations, creating organizational units, rate of pay and personnel entries. As well as questions relating to severance, and other HR/pay related issues.   We strive for 1st call resolution on all HR related inquiries.

Position Summary

The HRSC Supervisor leads a team that handles inquiries on basic HR Company policies, procedures and systems from fellow employees and leaders. Request for support are received either electronically or by phone.  The goal is to guide a team that is engaged and driven to provide excellence in customer service.

Qualifications

Minimum:

• 2yrs college attendance in job-related discipline, or equivalent experience
• 4 years’ work experience in Human Resources

Desired

• Experience with call center systems/technology and industry processes and practices
• HR Systems experience
• Exposure to Labor Relations (CBA, LOA, etc.)
• Understanding of CA Labor Laws
• Experience in the use of databases, spreadsheets, SAP working knowledge
• Demonstrated ability to work well with others and promote engagement internal and external to team
• Demonstrated skills in multi-tasking, managing multiple tasks
• Self-directed, organized and reliable, with the ability to anticipate and identify urgent needs
• Excellent active listening skills, oral and written communication skills
• Ability to motivate a team
• Exceptional attention to detail and deadlines

Job Responsibilities

• Overseeing the day-to-day operations of the HRSC, ensuring that the operations of the team meet the established customer service goals/standards; positive customer experience, timeliness and accuracy

• Model professional customer service
• Foster team engagement
• Adhere to the department’s operating procedures and policies to ensure they are efficient, and client focused
• Lead projects in support of continuous improvement 
• Guide the team in the proper handling of electronic requests and calls by providing guidance and feedback, ensuring timely and accurate responses and entry to HR systems
• Provide training, coaching and delivery of performance reviews
• Track team metrics, keeping team members informed on their individual and team metrics 
• Handle complex and/or escalated issues and bring to full resolution
• Engage with our partners and stakeholder, promoting communication amongst teams for understanding, collaboration and efficiency