Manager, Knowledge Solutions

About the position

The Manager, Knowledge Solutions is responsible for ensuring that the HR Knowledge Advisor Lead Specialists and team of advisors are the trusted resource for our members and customers as well as our internal partners. The Manager will drive team performance, foster a positive work environment, and ensure the successful execution of this member benefit as well as projects and initiatives in this area. This role manages the day to day of this member-facing team, including daily scheduling of HR Knowledge Advisor Lead Specialists and HR Knowledge Advisors, workforce management and planning, managing internal requests for HR expertise and reporting.

Responsibilities

• Oversee a team providing member resources, strategic and proactive guidance, and support solutions for our varied audiences.
• Develop and implement member engagement strategies to enhance satisfaction with the member experience and continue to be a trusted, proactive resource.
• Collaborate with internal partners and service teams to identify and address members and customer needs.
• In partnership with the Director and Manager, Knowledge Operations, evaluate operational procedures to determine and assess membership strategies are competitive and staying current with the latest trends.
• Monitor member feedback, trends, and satisfaction metrics to drive continuous improvement.
• Ensure timely and high-quality response to complex member inquiries and escalations.
• Monitor and enhance customer satisfaction metrics including continuing to review and update voice of customer program.
• Use Workforce Management System (WFM), Customer Relationship Management (CRM) system, and other technology to report on metrics such as wait times, service level and number of interactions at various intervals, capacity planning, cost/benefit analysis, absenteeism, schedule adherence, etc.
• Participate in efforts to collect and analyze data and metrics and help to continually improve processes.
• Work with the Director to understand performance issues related to quality; inform and partner with HR Knowledge Advisor Lead Specialists to address them with individual HR Knowledge Advisors.
• Manage team performance, conducting regular coaching, performance reviews, and professional development.
• Provide training, coaching, and leadership to HR Knowledge Advisor Lead Specialists to help them successfully supervise HR Knowledge Advisors.
• Participate in the recruitment process for HR Knowledge Advisor Leads, HR Knowledge Advisors, and other roles as requested.
• Work with the other Knowledge Center Operations Manager and HR Knowledge Advisor Lead Specialists to set goals and coach HR Knowledge Advisors who have performance issues.

Requirements

• High School Diploma or equivalent required.
• Bachelor’s degree in business, human resources and/or operations management or a related field preferred.
• 5-8 years of HR experience in a people manager role.
• A minimum five (5) years of progressive experience in operations, contact center or knowledge management.
• Demonstrated strong public speaking and presentation skills.
• Demonstrated ability to articulate workplace and HR trends with diverse audiences.
• 5+ years of customer-facing management experience preferred.
• Proven track record of team leadership and performance optimization preferred.
• Working knowledge of Customer Relationship Management (CRM) and Workforce Management System (WFM) preferred.

Nice-to-haves

• Demonstrated strategic thinking and customer orientation.
• Strong collaboration, leadership, and team engagement skills.
• Strong communication and interpersonal skills.
• Advanced problem-solving and strategic thinking capabilities.
• Demonstrated commitment to customer service and an ability to create innovative solutions to meet member needs.
• Ability to model excellence in customer service and hold staff to a very high standard.
• Resourceful, diplomatic, and focused on the day-to-day Human Resource practice needs of members.
• Data analysis and reporting capabilities.
• Ability to understand and utilize various systems (Customer Relationship Management, Automatic Call Distributor, Workforce Management, Training and Quality Assurance).
• Highly organized, ability to prioritize and execute tasks independently.
• Offer valuable input for operational improvements.
• Ability to work in a team-oriented environment.

Benefits

• Professional growth and development
• Health, dental, vision insurance
• Well-being programs
• Health savings and flexible spending accounts
• Retirement plans
• Open leave policy
• Annual discretionary bonus and incentives