Tower Lead Helpdesk

HR Helpdesk Service Leadership: Own end-to-end delivery of HR helpdesk services across phone, email, portal, chat and case management channels, covering employee and manager queries across the Hire-to-Retire lifecycle. • Case and Request Management: Establish effective intake, categorization, prioritization, routing, ownership and closure practices. Govern first-contact resolution, turnaround time, backlog, ageing, reopen rates, handoffs and escalations. • SLA, KPI and Quality Management: Deliver agreed SLAs, KPIs, quality, productivity and customer experience targets through capacity planning, queue management, quality monitoring, root-cause analysis and corrective or preventive actions. • Knowledge Management: Build and govern a searchable knowledge base, standard response library, operating procedures, decision trees and agent guidance. Ensure content ownership, review cycles, version control and accuracy. • Transition and Stabilization: Partner with transition, solution, technology and client teams to complete knowledge transfer, process validation, SOP creation, service catalogue definition, case taxonomy, routing design, readiness reviews, go-live and stabilization. • People Leadership: Lead, coach and develop managers, team leads and associates. Build role clarity, skill matrices, certification, cross-training, succession plans and a culture of empathy, ownership, accuracy and continuous improvement. • Client and Stakeholder Management: Act as the primary tower contact for client HR, HRIS, Payroll, Benefits, Talent, Mobility and other resolver groups. Lead governance, manage escalations, clarify priorities and ensure dependency and action closure. • Risk, Controls and Compliance: Maintain confidentiality, identity verification, access controls, audit evidence, regulatory and policy compliance, records management and business continuity readiness for employee support operations. • Technology and Digital Enablement: Oversee case management, telephony, chat, portal and knowledge platforms. Drive self service, virtual agent, workflow, automation, analytics and intelligent routing opportunities while maintaining controls. • Governance and Reporting: Provide clear reporting on contact volumes, channel mix, service levels, first-contact resolution, backlog, ageing, quality, customer satisfaction, repeat contacts, escalations, capacity, risks and improvement benefits. 

Role

Manager

Qualifications

BACHELOR OF ARTS