HR Manager

Join an energetic team at our client, a leading financial institution authorized to provide top-notch customer service experiences. They are committed to fostering a productive call center environment where every individual thrives.

Are you passionate about people and looking to make a real difference in a customer service setting? As the Customer Service Experience HR Manager for our client, you'll play a crucial role in creating a positive and customer-focused culture within the call center. From recruitment to talent management, you'll be the driving force behind ensuring exceptional customer service and employee satisfaction.

Responsibilities

Strategically enhance the call center's HR operations by designing and implementing effective policies and practices that prioritize customer experience.
Foster strong relationships with both call center management and customer service representatives.
Deliver dynamic HR programs that promote communication, empathy, and customer-centricity among team members.
Uphold the highest standards of service delivery to meet customer expectations.
Spearhead communication processes to boost employee morale and motivation in delivering outstanding customer experiences.
Lead employee survey actions and provide expertise for actionable plans to improve customer service satisfaction.
Advocate for the company's commitment to providing exceptional customer experiences.
Ensure compliance with all relevant legislation and regulations that impact customer service operations.
Maintain discipline and fairness in the call center environment to create a positive customer-centric culture.
Recommend engagement or development initiatives tailored to enhancing customer service skills.

Requirements

Degree or Diploma in Human Resources Management.
At least 5 years of experience as an HR Generalist, with a preference for those with a background in managing HR in a call center or customer service environment.
Proficiency in MS Office.
Familiarity with employment legislation and dispute resolution processes related to customer service settings.
High levels of confidentiality and trustworthiness to handle sensitive customer and employee information.
Detail-oriented with the ability to meet deadlines in a fast-paced customer service environment.
Stellar communication skills to facilitate effective interactions between customer service representatives and customers.
Innovative and self-driven with a collaborative spirit to foster a customer-focused culture.

Desired Skills