Job Description
Job Title: Associate Service Center Lead
Location: Corporate
Department: Ops Services
Pay Band: Team Lead
Job Summary: The Associate Service Center Lead will lead a team of Associate Service Center Representatives, focused on delivering quality service to all Wawa associates in all phases of HR service and administration. Will manage the seamless delivery of all HR operational services and supervise and coordinate the daily work and performance management of all HR related inquiries and transactions in accordance with Wawa’s service level expectations. Support the creation and maintenance of HR administrative services and processes. Act as an expert in all functions of HR support and is responsible for handling high priority escalations, continually updating training materials, managing the training of new associates and the ongoing training of Associate Service Center associates to deliver best in class service.
Principal Duties:
- Act as an expert for all HR support areas (Associate Relations, Benefits, Payroll, Recruiting, etc.) while supporting the team of representatives.
- Analyze and identify trends and resolve larger issues while handling high priority escalations. Escalate unresolved issues to specialized services or COE as needed.
- Provide overall direction and support for team and monitor and assess individual work in accordance with high standards of excellence. Provide constructive and motivating feedback, coaching, support, opportunities for development, complete performance appraisals, take correction action when appropriate, and participate in hiring decisions.
- Monitor inbound and outbound contacts to ensure service levels are met and staffing resources are balanced appropriately to manage workload. Take action to improve support model processes, staffing and resource allocation.
- Ensure all business policies, practices, and upcoming changes are communicated to the team in a timely manner enabling representatives to provide the most effective service for associates.
- Partner with all People Team functional areas (Associate Relations, Benefits, Recruiting, HR Systems, etc.) and Payroll to develop training and communication materials for Associate Service Center Team. Regularly update ASC support materials as needed.
- Ensure ongoing training for existing team on new or changing processes and for purposes of career development.
- Collaborate with Associate Service Center Supervisor on the development of quality improvement programs as a means to increase productivity, improve support model processes and service levels.
- Support the Associate Service Center Team in times of high volume by responding to inquiries or completing necessary transactions in order to complete tasks within service level agreements.
Essential Functions:
- Superior communication presence with the ability to communicate to all levels of the organization
- Remarkable organization and time management skills
- Proven interpersonal skills and strong associate centricity
- Exceptional associate advocacy and thoughtful responsiveness
- Demonstrated ability to handle confidential information
- Good analytical and conflict resolution skills
- Demonstrated leadership skills with proven ability to provide effective coaching.
- Ability to multitask, prioritize effectively, make sound judgment calls and decisions with minimal or no supervision
- Leads change and innovation; proven ability to demonstrate personal courage, embraces technology, champions and implements process improvements, solicits feedback to improve support model processes, demonstrates excellent judgment
- Demonstrated ability to adapt to and lead in an environment of constant change
- Establish and maintain a working environment conducive to positive morale, individual style, quality, creativity, and teamwork
- Ability to mentor and motivate a team of direct reports to meet common goals
- Ability to effectively partner and collaborate
- Ability to visualize and plan for the future, understands HR functions, shared services industry and associate service operations
Basic Qualifications:
- Bachelors degree in Human Resource discipline or Business preferred
- 5+ years of experience providing exemplary Customer Service required. Contact Center or HR services environment preferred.
- Minimum of 2-3 years of experience in HR administration or specific HR discipline
- 2 – 4 years of supervisor / people management experience preferred
- Previous Wawa Associate Service Center or Human Resource experience preferred
- Comprehensive knowledge of Wawa Store Operations Policy and Procedures as well as knowledge of various HR functions (Associate Relations, Benefits, Recruiting, Payroll, etc.)
- Knowledge of all ASC technologies, including: Microsoft Office 365 (including Word, Excel, Powerpoint, Forms, PowerBI, etc.), Workday (HRIS), Five9 (ACD/IVR), Workday Help (CRM), Riskonnect (CRM), LeaveSource (LOA Management), and relevant recruiting technologies (Workday Recruiting, i9 management and compliance, background checks, etc.) required
- Must be available and willing to work extended hours as needed to meet business needs
Wawa will provide reasonable accommodation to complete an application upon request, consistent with applicable law. If you require an accommodation, please contact our Associate Service Center at asc@wawa.com.
Wawa, Inc. is an equal opportunity employer. Wawa maintains a work environment in which Associates are treated fairly and with respect and in which discrimination of any kind will not be tolerated. In accordance with federal, state and local laws, we recruit, hire, promote and evaluate all applicants and Associates without regard to race, color, religion, sex, age, national origin, ancestry, familial status, marital status, sexual orientation or preference, gender identity or expression, citizenship status, disability, veteran or military status, genetic information, domestic or sexual violence victim status or any other characteristic protected by applicable law. Unlawful discrimination will not be a factor in any employment decision.
