Associate Experience Advisor Lead

The Associate Experience Lead Advisor is a critical role to help shape the associate experience at the Acosta Group. You serve as the lead for the Associate Experience Advisor team being the go-to person for escalations on complex and/or confidential associate situations and any challenges that arise from the team as they work their cases.  You are a person that enjoys developing others and helping them achieve resolution to best serve our associates. You have strong attention to detail, analytical skills to effectively resolve challenges, thrive in a fast-paced environment and you are laser focused on delivering a positive associate experience.  

Primary Responsibilities 

• Serve as an escalation point for associates to resolve their questions related to policies, procedures, processes and/or their specific situation  
• Research associate inquires and requests, and coordinate resolutions with internal partners as needed 
• Use case management tool for recording and administering requests and may assist other service center associates with opening, recording, processing or closing cases 
• Develop reports to track progress in the case management tool and provides insight into associate trends  
• Actively participate in cross functional projects that help drive delivery on company goals  
• Partner with leadership to improve defined HR procedures and process methods to efficiently and accurately meet performance goals 
• Take the lead on creating and maintaining detailed documentation of business processes including workflows and standard operating procedures 
• Maintain confidentiality of department and associate information according to established practices  
• Strive to meet and exceed metrics and Service Level Agreements (SLAs) where applicable  
• Mentor junior level staff with the focus on development for the overall betterment of the team and department 
• Perform other duties as required and/or assigned. 

Minimum Qualifications-Education and Experience 

• Associates Degree
• Associates degree in Human Resources, Business or related field or equivalent education and experience  
• Minimum 4 years’ related experience in Human Resources   

Minimum Qualifications-Knowledge, Skills and Abilities 

• An associate first mindset with dedication to internal customer service and company culture 
• Strong verbal and written communication skills; demonstrated ability to effectively with peers, management, teammate and vendors 
• Strong organizational and time management skills  
• Strong attention to details  
• Ability to remain calm under pressure and de-escalate situations  
• Ability to manage expectations, process and multiple projects simultaneously  
• A roll up your sleeves and dive in approach with willingness to assist other functions as needed to achieve or exceed department and company business objectives 
• Ability to work with little supervision and deliver results 

Work Environment and Physical Requirements 

The work environment characteristics described are representative of those an employee may encounter while performing the essential functions of this job. Job may require moderate physical effort including lifting materials and equipment weighing less than 50 pounds. This position involves viewing a computer monitor for more than 30% of the time. Personal protective equipment may need to be worn. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

#DiscoverYourPath