Serves customers by implementing call center strategies and operations, improving systems, communications and processes; supports operational continuity, as needed
Owns and advances the service center quality program, with accountability for standards, alignment, and continuous improvement; drives a culture of service excellence through leadership, mentoring, and coaching, and through ongoing staff development initiatives that enhance employee engagement, service delivery, knowledge, skills, and morale.
Leads service effectiveness and improvement initiatives, combining data driven resource planning and performance management with focused efforts to elevate customer experience, quality, recruiting, coaching, and training.
Identifies and implements performance metrics and KPIs related to inquiry support and team success measures.
Performs complex analysis of production, productivity, quality, and customer-service standards; provides recommendations to leadership pertaining to organizational strategic plans and reviews. Develops proposals to enhance customer experience.
Ensures the AskHR self-service experience on the ServiceNow platform is up to date and delivers high-quality content, including maintaining accurate documentation and effective communications while continuously improving employee experience.
Demonstrates strong working knowledge of ServiceNow and Five9 as service management and documentation platform, leveraging data, reporting, and workflow insights to inform decision-making; partners closely with IT to ensure the system effectively supports documentation, reporting, and service delivery needs.
Designs, implements, and continuously improves service delivery process to ensure high-quality, consistent experiences while meeting service level commitments and leverages data, automation, and proven technology to drive efficiency and performance outcomes.
Partners with Leadership to execute a plan(s) for human resources services in alignment with management and the HR Business Partners core values as adopted by the broader HR team.
Collaborates with IT & other stakeholders to evaluate current state of service center technologies and identify opportunities for improvement, including the implementation and expansion of AI, automation, and digital solutions; defines user requirements and establishes technical specifications.
Requirements
5+ years’ experience in Client Customer Support and Operations that directly aligns with the specific responsibilities for this position
2+ years of managerial, supervisory, and/or demonstrated leadership experience
Bachelor’s degree or equivalent relevant work experience.
Strong understanding of HR policies, processes, and service delivery models.
Proven ability to manage escalations, make sound decisions, and handle confidential information with discretion.
Excellent relationship management and communication skills, with the ability to partner effectively across HR and the business.
Tech Stack
ServiceNow
Benefits
Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values and leadership attributes
Leadership development and virtual training opportunities
PTO/parental leave
Competitive 401K and employee benefits
Free financial counseling, health coaching and employee assistance program
Tuition assistance program
Work arrangements that work for you
Effective productivity/technology tools and training