HR Service Desk Manager (maternity cover)

The ContactOne HR Service Desk Manager based in Bratislava is responsible for leading and managing the HR Service Desk agents as well as for the operational performance of the service desk ensuring all services are delivered using customer focused resources to agreed Service Level Agreements (SLA's) and to KPI targets set.

In addition, the role of a ContactOne Service Desk Manager in Bratislava also includes ensuring adequate training is delivered to agents, relevant KBs created, with all processes and procedures for new products including ticket workflow clearly documented. The ContactOne Service Desk team primarily acts as the first point of contact for the customers for any HR inquiry received directly through the phone or through the ContactOne Portal channels. The team is responsible for customer satisfaction by maintaining high availability and by increasing First Contact Resolution (FCR) by building knowledge for all existing and new services supported.

• Manage the ContactOne HR Service Desk on a day-to-day basis.
• Responsible for setting clear and consistent performance objectives/goals as well as reward and recognition activities.
• Direct line management responsibility for agents in the location (performance management, coaching, growth development).
• Responsible to make sure that all roles and tasks are appropriately assigned and followed through.
• Accountable for resource management of the HR service desk, ensuring resource allocation for optimal performance and agent development.
• Ultimate responsibility for ownership for HR issues, ensuring they are resolved within defined SLAs and according to quality standards set. Escalate any HR issue that breaches SLA to the HR process owners.
• Drive improvement in first call and first contact resolution as well as ensure that process and service improvements are continuously implemented. Ensure that relevant targets are set, achieved, and reported accordingly.
• Implement and enforce the global processes, which underpin the delivery of Service Desk services.
• Responsible for the service desk technologies and ensure that all opportunities for automation to improve services are fully exploited working with other technology teams.
• Act as contact for customer and stakeholder escalations for all HR services provided by the HR service desk.
• Manage any internal projects to improve service quality and to take part in any external projects representing the Service Desk.
• Ensure HR processes are followed and all agents/senior agents are updated about any changes.
• Acts as a coordinator between the Service Desk and HR division, work closely with the Head HR Operations Service Center to coordinate the communication and knowledge management. Responsible for trainings related to HR topics.
• Act as the change coordinator for HR changes; assessing the readiness of the changes, assessing the ability of the Service Desk to support these changes, managing the communication of the changes to the Service Desk.