HR Service Center Lead - People Ops

Wawa, Inc.; United States; In loco; USD 90.000 - 120.000; Tempo pieno

Descrizione del lavoro

Wawa, Inc. is seeking an Associate Service Center Lead to guide a team of ASC Representatives focused on delivering high-quality HR service and administration for all associates.

You will manage daily operations, ensure service levels, and drive process improvements across benefits, payroll, recruiting, and HR systems. The role requires strong leadership, coaching, and collaboration with People Team partners.

Competenze

• Bachelor's degree in HR or Business preferred.
• 5+ years of experience providing exemplary customer service; contact center or HR services environment preferred.
• Minimum of 2–3 years of experience in HR administration or a specific HR discipline.
• 2–4 years of supervisor/people management experience preferred.
• Previous ASC or HR experience with Wawa is preferred.
• Knowledge of ASC technologies (Office 365, Workday, Five9, CRM tools) is required.
• Must be available to work extended hours as needed to meet business needs.

Mansioni

• Act as an expert for all HR support areas while guiding the team of representatives.
• Analyze trends and resolve escalations; escalate unresolved issues to specialized services or COE as needed.
• Provide direction and support for the team; monitor performance and conduct coaching and appraisals.
• Ensure service levels are met by monitoring inbound/outbound contacts and adjusting staffing.
• Communicate policies and changes to the team to enable effective service delivery.
• Collaborate with People Team and Payroll to develop training and ASC materials; update materials regularly.
• Provide ongoing training for new/updated processes and career development.
• Partner with supervisors to develop quality-improvement programs to increase productivity and service levels.
• Support the team during high volume by timely responses and completing transactions.

Conoscenze

Customer service

People management

Communication

Leadership

HR knowledge

Workday

Five9

Office 365

Recruiting knowledge

Formazione

Bachelor's degree in HR or Business

Strumenti

Workday HRIS

Five9 ACD/IVR

Riskonnect CRM

LeaveSource LOA

PowerBI

Descrizione del lavoro

Wawa, Inc. is seeking an Associate Service Center Lead to guide a team of ASC Representatives focused on delivering high-quality HR service and administration for all associates.

You will manage daily operations, ensure service levels, and drive process improvements across benefits, payroll, recruiting, and HR systems. The role requires strong leadership, coaching, and collaboration with People Team partners.