Emilie à StarBucks nous à transmis ce poste nouvellement ouvert dans son équipe: https://starbucks.taleo.net/careersection/1000222/jobdetail.ftl?job=150002355&lang=en&src=JB-12147
This job contributes to Starbucks success by acting as an internal and external contact providing guidance on interpreting human resources policies, procedures and guidelines and resolving complex human resource and pay related issues. A sr. representative processes various partner transactions by researching, drafting and communicating company responses to cases within service level objectives.
Summary of Key Responsibilities
Responsibilities and essential job functions include but are not limited to the following:
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Acts as a main point of contact for Partner Contact Center representatives on call handling and issue resolution
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Effectively coaches phone representatives to accurate resolution by utilizing resources efficiently
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Communicates appropriate and accurate information, policy and referral in response to partner pay and HR inquiries
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Demonstrates an advanced level of customer service skills, case documentation and business acumen.
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Analyzes and resolves complex issues based on subject matter expertise or in the consultation with others in operations, external contacts, or other departments
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Handles escalated customer issues and acts as a liaison to other departments as necessary.
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Identifies business trends and notifies department leadership appropriately
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Recognizes and recommends operational improvements that enhance the quality and efficiencies for the department
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Organizes resources to complete tasks within service level objectives
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Processes partner data transactions according to compliance and accuracy guidelines
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Provides coaching on systems, processes, policies and procedures
Summary of Experience
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Experience in a human resource or business environment – 2 years
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Experience researching, analyzing and problem solving in a fast paced environment – 2 years
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Experience coaching or leading others – 1 year
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Experience working in a call center or service center is highly preferred – 2 years
Required Knowledge, Skills and Abilities
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Ability to communicate clearly and concisely, both verbally and in writing in English and French
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Strong customer service skills with demonstrated composure and professionalism
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Analytical skills, with the ability to provide appropriate answers, referrals and direction
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Strong attention to detail
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Ability to learn and apply constantly changing information
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Knowledge of SAP or similar software package
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Intermediate skills in Microsoft Office
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Ability to multi-task and utilize multiple software programs simultaneously
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Ability to work independently and meet deadlines in a fast paced, rapidly changing environment
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Proficiency in data entry and auditing