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HR Contact Center Lead

Date: Apr 23, 2022

Location: Downers Grove, US

Company: Dover Corporation

Dover is a diversified global manufacturer with annual revenue of over $7 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under "DOV." Additional information is available at dovercorporation.com. 

Position Summary

Reporting to the Director of HR Operations, the HR Contact Center Lead will be responsible for overseeing, improving, and managing the Tier 1 customer service support teams. This individual will have the responsibility of ensuring up to date information and documentation for the Tier 1 customer service team(s). This role is heavily focused on supporting the continuous improvement of HR operations within Dover.

 

Job Functions:

  • Manage vendor relationships for content needed by the HR customer service teams
  • Provide operational support on day-to-day basis internally to the Tier 1 HR customer service support teams
  • Create standard processes that are auditable, repeatable, and documented for the Tier 1 team
  • Act as liaison to local HR partners on project related questions or concerns
  • Create and maintain scheduled maintenance of customer service documents, such as desktop procedures and standard operating procedures
  • Support the processing of tickets in ServiceNow to sustain the HRIS (SAP SuccessFactors), payroll, and ancillary systems
  • Play a major role in the continuous improvement of the team.
  • Work cross-functionally across local and corporate teams
  • Update documents that the tier 1 customer service team(s) use

 

Qualifications:

  • Bachelor’s Degree in Human Resources or related field required
  • 3+ years’ experience working within a HR role
  • Strong problem-solving skills
  • Strong communicator
  • Strong excel skills
  • Ability to meet deadlines and possess strong analytical and organizational skills

 

Preferred Experience:

  • Experience working within a HR Shared Services role
  • Vendor Management 
  • Prior experience with case management systems (ie. ServiceNow, Salesforce)
  • Experience working with remote teams

 

Leadership competencies aligned with Dover and expected for this job level:

  • Builds and Manages Collaborative Relationships: Establishes and nurtures numerous relationships within Dover. Takes action to partner with the communities in which we operate and to be an appropriate corporate citizen
  • Customer Impact: Creates value for customers addressing known and unknown needs. Knows and understands all aspects of the global market, including economics, products and services, channels, the customers and their end-markets.
  • Results-Driven: Produces results that exceed Dover’s strategic objectives via a combination of planning and implementation, while living the Dover Values. Highly organized and efficient in approaching tasks, a self-starter with ability to problem solve proactively

 

STATEMENT OF NON-INCLUSIVITY

This job description is not to be construed as a complete listing of the duties and responsibilities that may be given to any employee.  The duties and responsibilities outlined in this position may be added to or changed when deemed appropriate and necessary by the person who is managerially responsible for this position.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

 


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