Job DescriptionThe Frontline HR Coordinator is responsible for the efficient and effective day-to-day management of the engagement channels used across the spectrum of the HR value chain, user support, and the execution of HR processes.Key Responsibilities:Ensure that the frontline team are managing channels accurately and within set principles and SLA's.Managing a team to strive and achieve first-time resolution, where applicable, of queries/requests within scope/mandate related to HR disciplines.Managing of projects tasked to the frontline team, ensure that deadlines are achieved.Daily, weekly, and monthly team coaching and investigating to ensure we are operating effectively and efficiently.People related transactions and administration are actioned timeously.Create a high-performance team culture by:Actively managing performanceManaging team values aligned to TFGCoaching and developmentRewarding and recognitionCompliance and Validation:Ensure measures put in place to remain compliant with all HR policies and procedures and POPIA are adhered to and non-compliance is addressed.Drive the behavior of always protecting customer information and ensuring none of the company processes are breached through all communication platforms.Timing and Planning:Monitor and manage the achievement of SLA's as per time to respond to the customer as well as time to log and assign queries if required.Schedule and plan coaching sessions and one-on-one sessions with each team member to ensure the team remains updated on any business communication and process changes that impact the Frontline and their functionality.Accurate resource planning and workforce management to ensure sufficient resources to deliver frontline services.Feedback and Escalations:Provide constant feedback to team members to ensure continuous improvement and that the team remains updated on all communication, changes, and projects impacting the frontline team.Ensure the escalation process is followed and that the manager of the resolving team is included in the escalation to ensure speedy resolution and that the customer's journey is not impacted by the delay.Any non-compliance is investigated, addressed, and resolution and feedback are provided to the customer and flagged with the customer experience team.Performance Management:Ensure the team is clear and understands what their individual and team KPA's are and how they will be measured.Conducted regular QA assessments of their team to identify processes adherence and potential improvements, customer experience feedback, and individual service delivery.Drive quality standards within the team and ensure they adhere to policies and procedures as well as compliance factors. All customer feedback needs to be aligned with Company policies and legislative requirements.Stakeholder Management:Create a close working relationship with the Customer Experience team regarding burning points, prioritization of platforms as well as contracting the assistance required for onboard and additional training.Ensure continuous stakeholder engagement takes place to ensure best practice and that we are operating in the most efficient way possible.Qualifications and Experience:HR or business-related qualification2-3 years leadership experience in the retail industry / shared services Call Centre environmentHigh service delivery and performance mindsetGood understanding of HR administrative, consulting, and transactional activitiesKeen judgment and decision-making skillsStrong leadership skills with a focus on team motivation, coaching, and knowledge sharingUnderstanding of the TFG business contextSkills:Review and ReportingManaging ChangeBusiness Case ContributionBusiness Process Modeling (BPM)Enterprise Readiness AssessmentPerform Gap AnalysisPresentation CreationSpreadsheet ExpertiseLearning Solutions DevelopmentBehaviors: Applies market and business insights to drive organizational objectives.Effectively works with others to achieve shared goals.Creates an environment that fosters and nurtures a culture of creativity that drives success.Thinks and plans strategically, focusing on the long-term goals and objectives of the organization.Develops plans and prioritizes initiatives that align with the organizational goals and objectives.Understands and navigates dynamics created by processes, systems, and people.Assesses and improves the efficiency, effectiveness, and quality of various work processes.Quickly adapts and acquires new knowledge, skills, and competencies in a rapidly changing environment.Interprets and simplifies complex and contradictory information when resolving organizational problems.Takes accountability and ensures others are held accountable for agreed-upon performance targets.Sets ambitious goals and takes focused action to achieve desired outcomes to deliver measurable results.
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