Customer Service Manager - Call Center

Intro:
Schneider Electric is a market-leading supplier of electrical distribution industrial control and automation products, systems and services. Square D is the flagship brand of the North American Division, one of four geographic divisions of Schneider Electric, headquartered in Paris, France.


Job Responsibilities:
This position is accountable for providing a high level of service to all customers of Human Resources, including employees, retirees and managers. Designs, develops, implements and maintains EmployeeDirect, the Human Resources Service Center (HRSC). Works with management to develop the HRSC?s strategic goals and to ensure that its operations support the achievement of Square D?s business goals. Measures the effectiveness of the HRSC operation and makes necessary adjustments to ensure a high level of customer service. Drives continuous procedural and system improvements. Provides direction to the HRSC staff. Surveys best practices and stays current on developments in the service center field.


Responsibilities include:


Manages all phases of the HRSC operations including the design, development, implementation and maintenance of processes, procedures, systems and facilities.


Develops and implements systems and procedures to ensure prompt and thorough handling of all customer inquiries, transactions and complaints. Streamlines, automates and simplifies HR transactions to minimize paperwork and improve information flow. Explores new systems and methodologies to provide the best possible communication resources to customers.


Develops and implements performance measures that will accurately measure the effectiveness of the HRSC and the level of customer satisfaction. Monitors performance measures and identifies and implements methods of continuous improvement.


Works closely with HR process owners and other internal functions (benefits, IS, payroll, finance, facilities) to ensure the smooth operation of the HRSC and to keep open lines of communications. Works to continuously identify and remove barriers that impede customer satisfaction.


Provides leadership and direction to the HRSC staff by creating and communicating a vision that motivates them to pursue high standards of excellence. Actively manages the HRSC staff and oversees their development by identifying development needs and providing coaching and career counseling. Directs the recruitment and selection process for new staff and oversees the development and delivery of training.


Directs external vendors and measures performance to ensure standards are met. Takes necessary corrective actions when performance expectations are not met.


Develops service center budget, monitors expenses and ensures the HRSC operates within budget.


Surveys best practices and stays current on developments in the field. Projects future needs and recommends alternatives to management on the future development of the HRSC.


Requirements include a Bachelors Degree with a minimum of 5 years of supervisory and call center experience. In addition, the ideal candidate will have knowledge of Six Sigma.


Submit Your Resume Online Now
Schneider Electric Company is an equal opportunity employer. Applicants receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability or veteran status.