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HR Services Team Lead

Home Depot


Location:
Atlanta, GA
Date:
05/25/2017
Job Code:
106811
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Job Details

HR Services Team Lead - Atlanta GA 30308 Skip Navigation
Job Details

HR Services Team Lead (106811)

GA - Atlanta

  • Date Posted: Apr 25, 2017
  • Company: The Home Depot
  • Travel: 0-10%
  • Functional Area: Human Resources
  • Position Type: Full-Time
  • Relocation Provided: No




Position Description:
POSITION PURPOSE
The HR Services Team Leads serves an integral role in the Tier 3 escalation teams in Home Depot's HR Service Center (HRSC), which provides quality customer service to THD associates via phone and chat by researching, resolving, and communicating resolution regarding complex HR issues and pay-related concerns in a timely manner. The Team Lead is regarded as a subject matter expert and supports other HRSC team members to resolve escalations and post-SLA customer issues. The Team Lead is also viewed as the peer leader within the respective team and is responsible for developing peer skills/abilities both as members of the HR Services team and potential HRSC leaders. The Team Lead will interface with Supervisors, Managers, Senior Managers, and Directors to communicate and execute strategy and objectives. The Team Lead is also responsible for analyzing data to identify specific opportunities for improved team performance.

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES

  • 30% Completes evaluations of Customer Management System and schedule adherence. 
  • 25% Researches pay and HR transactional issues, performs actions necessary to resolve and correct the issue, documents the resolution and contacts the appropriate parties to communicate the resolution. 
  • 25% Coaches team members and assists with researching issues. 
  • 10% Leads team projects. 
  • 10% Creates and reviews reports; supports and monitors off-phone activities.

NATURE AND SCOPE

  • Reports to Inquiry Center Supervisor 
  • No direct reports

ENVIRONMENTAL JOB REQUIREMENTS

Environment:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Travel:
Typically requires overnight travel less than 10% of the time.


ESSENTIAL SKILLS:
MINIMUM QUALIFICATIONS
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.

Education Required:
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.

Years of Relevant Work Experience:
2 years

Physical Requirements:

Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Preferred Qualifications:

  • Good oral and written communication skills
  • Good interpersonal and customer service skills
  • Good working knowledge of the Microsoft Office Suite, LivePerson, Kronos, Tesseract, and case management systems
  • Ability to handle multiple priorities and projects
  • HR or call center experience preferred
  • Some leadership experience
  • Proven experience in researching and resolving complex issues

Knowledge, Skills, Abilities and Competencies:
  • Exceptional customer service skills and proven ability to perform in an unpredictable, fast-paced environment.
  • Excellent people skills.
  • Bilingual Spanish is a plus but not required
  • Good written and verbal communication skills
  • Exhibits leadership skills and desire to coach and develop staff
  • Ability to manage multiple priorities
  • Intermediate computer and phone knowledge.


We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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