The Hertz Corporation Team Leader HR Support Services in Swords, Ireland
Hertz started as a 12 car operation in Chicago in 1918, and has since grown into the world’s leading car rental company with over11,000 locations throughout 140countries.The secret of our success is no secret, really - it lies in providing rewarding career paths, fostering personal achievement and celebrating our collective success. Being # 1 takes talent, a clear vision of the road ahead, a driving passion for excellence, but most of all, great people.
Our European Service Centre office based in Swords Dublin employs approximately 900 people with over 29 different nationalities and we’re currently looking for a Team Leader for our HR Support Services Team.
What is this role about?
Under the direction of the Manager HR Support Services, this position has direct responsibility for day to day HR Support Centre activities and processes. Management of query resolution, incoming calls response and resolution, effective use of resources, and achievement of SLA’s/KPI’s. The Team Leader also has direct responsibility for employee data/information activities and processing, and assurance of proper records retention, file management and maintenance.
In this position the Team Leader will support HR Reporting & Project implementation including systems/data maintenance, upgrades and other reporting systems.
Key Result Areas:
Manage and develop the European multilingual HR Employee Support Centre Team through training, coaching, Performance Management process, goal-setting and effective timely feedback to ensure that all team members know how they are performing and receive the appropriate guidance to help them improve their performance, conduct their tasks effectively & are motivated to strive to consistently achieve/exceed market targets.
Maximize agents’ performance by designing and delivering effective coaching sessions, in order to improve quality, employee service and turnaround results for the team.
Take action where appropriate, in relation to urgent or important employee queries and ensure efficient resolution. Use these examples as coaching material for the team to reduce future escalation
Ensure that the query inbox for all countries are efficiently managed, queries are assigned as appropriate to manage workloads, timely delivery of tasks and ensure that there are no backlog of queries at any point of time.
Support the team taking calls and handle inbox queries as required to ensure that team objectives are met.
Build strong, effective partnerships, maintaining teamwork and ensuring continuous communication with HR COE’s, HR Business Partners, etc. where appropriate.
Continually evaluate and recommend improvements for work and team processes to achieve performance goals and service level agreements/ KPI’s.
Support the centralization of all remaining HR tasks from the European countries to Dublin and stabilize work already transitioned.
Run and prepare any HR data for HR reporting/ business management, using Oracle HRMS and other reporting systems and maintain data as appropriate within agreed timeframe.
Conduct detailed analysis on datasets and report on findings showing key trends, calling out areas for attention and focus and make recommendations for further analysis.
Actively participating in reviewing and testing system integrations, new features and upgrades
Support HR systems trouble shooting activities, be updated and knowledgeable on key system features and developments and act as the SME on all relevant systems.
Perform regular system and quality audits reviews to ensure all employee contacts and data are handled as per Desktop Procedures and guidelines.
Responsibility for compliance to, and adherence of, all SOX related requirements.
Oversee the maintenance and quality of training guides and intranet content.
- Degree in Business Studies and/or Information Systems essential. HR Qualification or studying towards a degree in HR an advantage.
2 + years People Management experience essential ideally in HR or Contact Centre Environment
Experience working on reporting and data analysis highly preferred
Experience in project management
Working knowledge of HR systems, preferable Oracle HRMS.
Demonstrated ability to work with and influence all operational levels within an Organisation from employee to the senior leadership team and to respond to their needs
A successful work history in or with different cultures, and a proven ability to operate effectively in a rapidly changing environment
Fluency in English essential. A second European Language preferable ( German/ French / Italian / Spanish/Dutch)
Previous reporting and data analysis experience
Process Improvement experience essential
Skills in Excel Formulas & Macros highly desirable
Proficient in project management tools eg. Visio, MS Project
Strong analytical skills
Strong time management and organisational skills
High level of focus and attention to detail and accuracy in a repetitive environment
Well organised, with an ability to manage multiple projects in a fast-paced, deadline driven environment
Relationship Management & Networking
Coaching & Performance Management
Analysis, Problem Solving & Decision Making
Organisation & Resource Management
Continuous Improvement & Expertise
Agility and Adaptability
Displays Global Perspective
We will offer successful candidates who are overseas a relocation package. In return for your hard work and dedication, you will be rewarded with excellent career opportunities, training & development, a range of Benefits and Incentives such as: Canteen, Gym, staff discount programme and many more.
If you believe you have the skills and experience required to succeed within this challenging role in an established organisation please APPLY NOW
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Job ID 133837
# Positions 1
Category Human Resources
Division HESC Support Services