Employee Relations Helpdesk Manager
Core
Lead the People Experience Team to provide timely, accurate, and compliant employee relations support across multi-channel contact centers (calls, cases, digital) for colleagues and managers.
Role type
Senior IC employee relations helpdesk manager
Builds
Multi-channel employee relations service
Domain
Hospitality + HR Shared Services
Deliverable
dashboards & analysis
Required skills
Contact center management, people leadership, workforce planning, operational performance management, data analysis, process improvement, telephony systems, case management platforms, Microsoft 365
Preferred skills
HR Shared Services experience, People Operations experience, operational management qualifications
Responsibilities
Lead daily service delivery across calls, cases, and digital channels; Own service standards, case allocation, and escalation processes; Manage operational performance through stand-ups and performance reviews; Forecast demand using service data and workload trends; Monitor workflow and resource allocation in real time; Produce and analyze performance reporting; Track and improve key service measures; Lead continuous improvement initiatives; Lead, coach, and develop Team Leaders; Embed quality assurance and knowledge management practices; Maintain confidentiality and data protection standards; Build relationships with People Operations and business stakeholders.