Description

Are you interested in leading a high performing HR Shared Services Center team? Would you like the opportunity to work with Koch Global Services business partners to increase effectiveness and improve the customer experience? If so, the Human Resources Service Center is looking for a supervisor to lead our HR Customer Care Team.

The ideal candidate will be a self-starter with high initiative and strong customer focus. They are results-oriented, problem solvers who can communicate complex information effectively. This role provides a great opportunity to identify and implement new business controls and innovations, build trusted relationships with our business partners, and to coach and develop talent within the team. You must have a proven track record of leading teams and have developed and implemented policies, procedures, processes, and reporting to drive success within a customer service environment. This role will be based in Wichita, KS

What You Will Do In Your Role

• Effectively lead and direct the work of HR customer service professionals. Create a positive team environment and provide ongoing guidance and career development opportunities. Provide continuous performance feedback, coaching, training, and support to ensure the team is successful in exceeding customer support expectations.
• Ensure service is delivered in line with agreed upon targets; compliance controls, procedures, quality audits, Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Leverage data analytics, workforce models and innovation/automation to inform, advise, problem solve and influence decisions and outcomes that align the strategic priorities. Initiates actions to realize those opportunities.
• Monitor live dashboards phone/call/chat metrics, consumer surveys and take corrective steps real-time as required.
• Maximize operational performance by proactively identifying areas for improvement, leading initiatives, and projects, analyzing and reporting key metrics, communicating continuous improvement activities that contribute to long-term operational excellence and training team members to accomplish the same.
• Cultivate relationships with our customers and with internal KGS capabilities.
• Collaborates across capabilities to solve complex problems and pursue opportunities for continuous improvement and transformation.
• Develop policies, procedures, and strategies to manage the end-to-end workflow of customer interactions including written responses, timeliness of responses, resolution, and customer satisfaction
• Prioritization of work for the team, coordination and scheduling activities, performance evaluations, goal setting, etc.
• Uses appropriate judgement in effective, upward communication regarding Center operations or employee concerns.
• Participate in the hiring/selection strategy across the HRSC to ensure we are selecting and retaining talent that is aligned with Koch culture and meets knowledge and skill requirements.
• Ensure team is connected to the overall Vision of how this team creates value for the enterprise, both now and in the future, as the team grows and develops additional HR capabilities
• Contribute to a culture of customer advocacy, continuous improvement, and exceptionally high standards
• Help the team and those around you understand and apply Principle Based Management® and the KGS Vision.

The Experience You Will Bring

Requirements:

• A minimum of 3+ years leadership experience in a customer service, or contact center/shared services role
• Experience in establishing effective partnerships across teams and influencing management, peers, and direct reports in an inclusive style to leverage their abilities and knowledge
• 10% Domestic and International travel. Must have valid passport.
  

What Will Put You Ahead

• Experience leading a virtual team
• Associate degree or higher in a Business, IT or HR related field of study
• Working knowledge of HCM platform (Infor, SAP), Knowledge Management (KCS) or IT/HR customer service management software (ServiceNow)
• Strong ability to adapt to different audiences, influence directly and indirectly; and communicate with all levels within the organization
• Demonstrated ability to apply technology in solving business problems.
• Demonstrated ability to develop and lead effective teams.
• Excellent problem-solving, conflict resolution and decision-making capabilities.
• Experience coaching and developing a team of professional employees
• Strong knowledge of HR generalist responsibilities

Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes - medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter.

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate’s knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.

Equal Opportunity Employer, including disability and protected veteran status.
Except where prohibited by state law, all offers of employment are conditioned upon successfully passing a drug test.
This employer uses E-Verify. Please visit the following website for additional information: www.kochcareers.com/doc/Everify.pdf