Manager, Contact Center
Warner Bros. Entertainment Group
Burbank, CAThis was removed by the employer on 4/24/2017 12:27:00 PM PST
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Full Time Job
SUMMARY OF POSITION:
Warner Bros. Entertainment Inc. seeks a Manager, Contact Center for the HR Services Contact Center department. Warner Bros. HR Services seeks an experienced professional to lead our employee Contact Center, and help drive for excellence in customer service. The Manager will oversee all of the Contact Center's resources, including people, tools, and technologies. The Manager must be experienced in developing and managing teams, process review/design/improvement, leveraging data and metrics to report and improve upon service levels, developing and implementing technology, develop and maintain strong vendor relations, and partnering with internal stakeholders.
JOB RESPONSIBILITIES:
• Oversee and lead the development, training, and performance management of all Contact Center personnel, working closely with the Contact Center Supervisor in maximizing output of the team and ensuring high levels of customer satisfaction.
• Evaluate and reports on key service level metrics/analytics and customer feedback to help drive process improvements, focus on efficiencies, and support a high performing Contact Center.
• Collaborate with key internal (e.g., HRS management) and external partners at the company, to help identify opportunities for process improvements, policy changes, and trend analyses surrounding HR and employee transactions at the Contact Center.
• Develop and implements standard processes and protocols for the Contact Center to help ensure a consistent employee/customer experience. Continually monitors and reviews processes for feedback and identify improvement opportunities.
• Serve as escalation point for the Contact Center to directly liaise with Senior Management and internal stakeholders as required.
• Work with HRS and WB technology to help develop and implement contact center technology.
• Develop and maintain strong vendor relations.
JOB REQUIREMENTS:
• College degree or equivalent required
• Minimum 5-7 years of Call Center experience
• Previous experience in HR, payroll, or benefits administration is a plus.
• Experience working with and management of a team is required.
• Experience in working with internal and external partners on projects (e.g., technology implementation).
• Metrics/data experience – operational reporting and analytical skills required.
• Project management experience preferred.
• Experience in continuous improvement; seeking ways to improve customer service and increase efficiency of processes.
• Perform complex analysis on issues related to payroll, benefits, and HR.
• A focus on customer service and ability to drive for customer satisfaction – actively seeking customer feedback.
• Confident and effective in oral and written communication.
• Excellent interpersonal, coaching, and influencing skills – ability to motivate others to achieve performance goals.
• Ability to analyze processes and develop solutions.
• Workday experience is a plus.
• Experienced in call center technologies (e.g., Remedy).
• Ability to maintain and help ensure confidentiality in all employee and HR interactions.
• Able to work under pressure in a faced paced environment.
• Must maintain a high level of confidentiality.
• Able to analyze data and metrics to identify trends/recurring issues to assess for root cause and solution.
• Detail-oriented and results driven.
• High level of accountability/responsibility.
• Exhibits a strong work ethic and is self-motivation.
• Able to work on multiple tasks and delegate as needed.
The Warner Bros. Entertainment Group of Companies is an equal opportunity employer and considers all candidates for employment regardless of race, color, religion, sex, national origin, citizenship, age, disability, marital status, military or veteran's status (including protected veterans, as may be required by federal law), sexual orientation, gender identity or any other category protected by law.