Associate Relations Contact Team Lead
About The Position
Associate Relations Contact Team Lead The Associate Relations Contact Team (ARCT) Lead oversees a team of AR professionals who perform a variety of horizontal operations activities. The primary activities of this team include routing cases to the appropriate case owner or team, resolving associate and people leader inquiries, and managing internal processes and systems. The ARCT Lead participates in and manages AR case intake, case assignment, and resolution of certain case types. Responsibilities of this role include: Lead a team of 3-6 associates in routing and responding to associate and people leader inquiries in a timely manner Monitor volume and partner with AR leadership to ensure appropriate staffing and coverage across the consulting and investigation teams Partner with the HR Help Center to ensure appropriate routing of cases from the central HR queue Ensure intake forms, email templates, and other case resources are kept current Perform monthly QA and Customer Satisfaction Survey reviews for each team member Manage internal policy and process repository Proactively identify impediments and appropriately resolve them using a network of peers and formal channels Interpret and balance company policy, associate needs, business needs while embodying our Values of Excellence and Do The Right Thing Manage confidential case data and other privileged information Participate in agile ceremonies and progress ARCT’s story management in Jira Review current processes, contribute ideas for improvements, and own, partner, or support direct reports on implementation Support various internal AR processes Perform other related work as assigned We recognize that many life paths can contribute to interest in this role. We value all experience, whether gained in a classroom or through other paths, and invite everyone who meets the qualifications to apply for this role.
Requirements
- High School Diploma, GED or equivalent certification
- At least 1 year of experience as a people leader
Nice To Haves
- 3+ years of HR experience
- Experience with inbox management and inquiry routing
- Experience with leaves, accommodations, disciplinary action, terminations
- Experience with Salesforce
- Ability to work effectively on a remote team
- Possess strong decision-making ability and a close attention to detail
- Ability to work under pressure and meet established standards
- Excellent verbal and written communication skills
Responsibilities
- Lead a team of 3-6 associates in routing and responding to associate and people leader inquiries in a timely manner
- Monitor volume and partner with AR leadership to ensure appropriate staffing and coverage across the consulting and investigation teams
- Partner with the HR Help Center to ensure appropriate routing of cases from the central HR queue
- Ensure intake forms, email templates, and other case resources are kept current
- Perform monthly QA and Customer Satisfaction Survey reviews for each team member
- Manage internal policy and process repository
- Proactively identify impediments and appropriately resolve them using a network of peers and formal channels
- Interpret and balance company policy, associate needs, business needs while embodying our Values of Excellence and Do The Right Thing
- Manage confidential case data and other privileged information
- Participate in agile ceremonies and progress ARCT’s story management in Jira
- Review current processes, contribute ideas for improvements, and own, partner, or support direct reports on implementation
- Support various internal AR processes
- Perform other related work as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
