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Senior Human Resources Specialist
Senior Human Resources Specialist
Pearson · Full-timePearson · Full-time
Jul 2023 - Present · 2 yrs 4 mosJul 2023 to Present · 2 yrs 4 mos
- Answer incoming calls, emails, chats, and texts directing and assisting customers as needed.
- Monitor call volume; prioritize and distribute workload for the team.
- Anticipate escalation and take over calls when needed.
- Answer questions from tea-----------mbers and provide guidance and feedback.
- Provide motivational support to tea-----------mbers to maintain high morale and productivity.
- Conduct quality assurance for the calls, tickets, texts and chats performed by tea-----------mbers.
- Communicate and train tea-----------mbers on any updates or changes in policies and procedures.
- Communicate information from management to team and vice versa.
- Keep management informed on issues and problems.
