HR Operations Team Lead

2 weeks ago


Miami, Florida, United States Lennar Homes Full time
About the Role

We are seeking a highly skilled and dedicated HR Operations Team Lead to join our team at Lennar Homes. As a key member of our HR department, you will be responsible for overseeing the performance of our HR customer service team and ensuring that we deliver exceptional service to our customers.

Key Responsibilities
  • Team Leadership: Lead, mentor, and develop a team of HR customer service representatives, providing guidance, feedback, and training to ensure high-quality service and meet performance objectives.
  • Customer Service Management: Oversee the handling of HR-related inquiries through our ticketing platform, ensuring timely and accurate resolution of customer issues and maintaining high standards of service.
  • Escalation Management: Handle complex and sensitive escalations that require advanced problem-solving skills, acting as a point of contact for challenging cases and working to resolve them efficiently.
  • Capacity Planning: Monitor and analyze team workload and performance metrics to forecast staffing needs, developing and implementing strategies to optimize team capacity and manage resource allocation effectively.
  • Quality Assurance: Conduct regular audits and quality assurance checks on team outputs, evaluating work for accuracy, compliance, and adherence to company policies, and providing actionable feedback to enhance team performance.
  • Process Improvement: Identify opportunities for process improvements and efficiencies within the HR customer service function, collaborating with stakeholders to implement best practices and drive continuous improvement.
Requirements
  • Education: Bachelor's degree in Human Resources or a related field; advanced certifications or training in HR is a plus, or equivalent work experience.
  • Experience: Minimum of 3 years of experience in HR operations or customer service, 1 year in a leadership or supervisory role is a plus.
  • Skills:
    • Strong leadership and coaching abilities
    • Excellent problem-solving and decision-making skills
    • Proficiency in HRIS systems and ticketing platforms
    • Exceptional communication and interpersonal skills
    • Ability to manage multiple priorities and meet deadlines
    • Keen attention to detail and commitment to quality
  • Other Requirements: Ability to work in a fast-paced environment and adapt to changing priorities, strong analytical skills, and experience with reporting and data analysis.
About Lennar Homes

Lennar Homes is a leading homebuilder dedicated to making an impact and creating an extraordinary experience for our customers, communities, and associates. We are committed to fostering a supportive and enriching environment for our associates, offering a comprehensive array of benefits designed to enhance their well-being and professional growth.

We believe in investing in our associates, empowering them to thrive both personally and professionally. Our associates have access to robust health insurance plans, including Medical, Dental, and Vision coverage, ensuring their health needs are well taken care of. Our 401(k) Retirement Plan, complete with a $1 for $1 Company Match up to 5%, helps secure their financial future, while Paid Parental Leave and an Associate Assistance Plan provide essential support during life's critical moments.

We offer a New Hire Referral Bonus Program, significant Home Purchase Discounts, and unique opportunities such as the Everyone's Included Day. At Lennar Homes, we believe in investing in our associates, empowering them to thrive both personally and professionally.



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