HR Call Center Communications Lead Job in Northbrook, Illinois US
HR Call Center Communications Lead
Allstate corporate office in Northbrook, IL has an exciting new opportunity for HR professionals to lead in the development and implementation of our Human Resources Call Center. This role is responsible for developing effective communications for the Allstate HR Call Center. This role will also serve as the primary content management and governance resource to manage the MyHR Knowledge (KB) and various HR source documents going forward within the AHRCC. This selected HR professional will ensure delivery of accurate, complete and consistent HR information to Allstate employees and managers internally and externally. Key Communication responsibilities include: Evaluates HRCC and HR Centers of Expertise (COE) objectives in determining communication needs for the AHRCC, HR and the Enterprise Develops and implements a communication strategy through a partnership with AHRCC leadership, COEs, and HR Communications team Develops and distributes communication material to internal and external audiences through proper vehicles Develops a comprehensive annual calendar for HR events (e.g. salary planning, goal setting, benefits enrollment) Engages the COEs and Client Partnership to ensure key AHRCC initiatives are understood Key Knowledge Base (KB) Responsiblities include: Understands call center metrics and call trends, monitors, identifies, and updates KB content areas for improvement; works with Content Stewards to modify content accordingly Understands KB analytics ? use of major and minor categories, how they are mapped to KB pages and linked to HRCC Service Level Agreement reports Acts as the liaison and central point of contact for HR COEs Manages the KB maintenance plan Has a clear understanding of external HR sources (i.e. GoodLife, Diversity Portal, Hewitt Benefits, Life-Works), helping to connect content across programs, tools and resources Educates and trains Call Center Representatives and Content Stewards on KB maintenance and support; markets and brands the use of KB to Allstate Qualifications The HR Call Center Communication Lead is responsible for the following: Understand how to use and navigate MyHR Knowledge and MyHR Workplace Broad understanding of HR?s policies procedures and programs Advanced Written and Communication skills including e-mail phone meeting facilitation required Strong client relationship skills ? ability to establish manage and leverage relationships with internal partners required Project management skills ? ability to handle multiple tasks prioritize and organize Creative thinking and problem solving Ability to work independently and take full ownership for MyHR Knowledge and call center communications Experience in designing and implementing communication strategies Team player and fosters a collaborative environment Bachelor?s degree in Communications Public Relations Human Resources or a related area is required