Manager - HR Contact Center - ACC

About the role

ACC Serves as the first point of contact for Lowe’s associates across North America. Manages inbound calls, emails, and cases related to HR, payroll, benefits, compensation, and other associate support inquiries.Provides timely resolution to associate questions and issues or routes cases to the appropriate support teams when needed.

What you'll do

• Manage responsibilities, provide leadership, evaluate performance, and drive service expertise for all entry level (Tier 1 / Category 1) inquires to the service center…
• Conducts call monitoring and data integrity reviews to ensure that production and quality expectations are being met
• Assure third party vendors perform according to service level agreements in support of HR service processes. Work with the internal HRIS team or appropriate COE and…
• Lead documentation of HR service processes for the call center
• Organize and facilitate ongoing review, development, evaluation/testing, and maintenance of documentation (e.g., Standard Operating Procedures

What you need

• 5–9 yrs of experience
• Customer service
• Workday
• Escalation handling
• Voice process
• HRMS
• SOP writing
• Any graduate

Good to have

• ERP
• ServiceNow