Group Lead, HR Service Center

The HR Service Center Group Lead provides leadership and assists the department supervisor with daily operations by coordinating and maintaining workflow, performing auditing and quality control activities, and handling escalated issues.  Provides training, coaching and guidance to Service Center Associates and provides performance input to supervisor.   

The position is largely remote but the Group Lead will need to work witin range of Quest Diagnostic's Tampa site. The position will require occassional on-site visits to assist with training, etc. 

• Ability to perform all tasks of a Service Center Associate I and II, and performs those duties as required during high volume or short staffing situations 
• Functions as key internal training resource to assist in the rollout of new processes and onboarding and training of new Service Center Associates   
• Assists with direction and monitoring of workflow to meet Service Level Agreements and department goals 
• Assists supervisor with call monitoring for quality, audit and coaching purposes 
• Provides feedback and documentation to supervisor to assist in assessing employee performance 
• Leads by example to reinforce policies, procedures and work assignments 
• Documents processes and information to expand the HRSC knowledgebase 
• Provides guidance to HR Service Associate I and II, using independent judgment to assist in resolving employee issues of moderate complexity 
• Assists supervisor with staffing and schedule management and contingency planning for scheduled and unscheduled absences 
• Provides input and guidance to staff to ensure continuous improvement 
• Effectively communicates to peers, supervisors and employees to enable consistent and timely flow of information 

Required Work Experience:  

Minimum 3 years of experience in human resources administration and/or a call center environment required 

Preferred Work Experience:  

Experience in a lead position preferred 

Knowledge:  

• Familiarity with and ability to adhere to standard call center metrics, including Call Volume, Average Handle Time, Wrap, Schedule Adherence and attendance and punctuality 
• Experience with HR systems, such as HRIS, Applicant Tracking and HR Reporting (such as Business Objects) 
• Advanced experience with Microsoft Office products (Excel, Word, Powerpoint) 

Skills:  

• Ability to follow specific, detailed instructions, resolve routine to moderately complex problems and perform basic interpretation utilizing published information and tools 
• Ability to prioritize, problem solve and apply critical thinking skills 
• Apply basic policy interpretation to help develop solutions or determine appropriate escalation level 
• Demonstrated experience consistently achieving quality and productivity standards 
• Demonstrated ability to provide coaching and training in a collaborative manner 
• Ability to effectively interact with a diverse population at all levels within the organization 
• Excellent interpersonal, verbal and written communication skills 
• Excellent attention to detail, problem solving, organization and prioritization skills 
• Ability to type a minimum of 45 words per minute while interacting with customers on the phone 
• Ability to read, write and speak the English language, communicating clearly and effectively with callers 
• Ability to maintain composure in stressful situations 

Education
Associates Degree(Preferred)

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.