BCforward is currently seeking a highly motivated WFx Team Lead for an onsite opportunity in Indianapolis, Indiana!

Summary :

• Position Title: WFx Team Lead
• Location: Onsite in Indianapolis, Indiana
• Anticipated Start Date: 12/09/2024
• Duration: Full-Time Employee
• Work Requirement: W2, sponsorship cannot be provided for this role.

Please note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.)

Compensation structure is competitive base salary (+) commission (+) full benefits package w/ 401k.

Position Summary:

Workforce Experience (WFx) Leads are the first escalation point of contact for employees as they reach out with any concerns, questions, or issues they have regarding their employment with BCforward. The WFx Lead will provide best-in-class customer service within all interactions, including client inquiries or escalations, in partnership with necessary stakeholders across various internal departments. The WFx lead should be comfortable managing communication as well as a variety of HR generalist tasks including but not limited to employee coaching, tax audits, contract generation, case management, and client-specific systems and data management. As a central conduit for BCforward HR and compliance management functions, the WFx Lead also has the opportunity to participate in planning and leading various projects in partnership with our sales and recruiting teams.

Job Responsibilities:

• Serve as primary point of contact for all Candidate Care related issues for designated internal client/account teams.
• Interact with employees via telephone, email, or online chat, completing documentation in the service management system.
• Ensures that all appropriate actions are taken to resolve employee needs, partnering with other functions and ultimately owning resolution and ensuring employee satisfaction.
• Maintain employee records, with safe handling of confidential information in accordance with company policies and procedures.
• Documents details within interactions with appropriate attention to detail.
• Develops and documents knowledge of BCforward internal processes to support ability for the broader WFx and/or client teams to answer inquiries quickly and effectively.
• Applies best-in-class customer service skills to all requests, including de-escalating concerns to establish a path to resolution.
• Triages customer service requests, quickly and accurately by applying prioritization techniques to support critical escalations and answering general inquiries with standard messaging from the knowledge base.
• Develops and applies mastery of BCforward systems to perform essential duties including but not limited to managing employee records, confirming employment status details, as well as other data required to support employment and/or compliance reporting.
• Follows communication procedures, utilizing guidelines in observance of organization policies.
• Employ critical thinking to navigate requests where the existing knowledgebase does not address steps to resolve.
• Provide accurate, valid, and complete information by using the processes, methods & tools available.
• Address questions or escalations that occur, guiding and coaching Tier I agents in WFx through difficult calls or issue.
• Assess items and issues Tier 1 agents are receiving, educate and coach agents regarding processes and practices, and reinforce expectations to agents to meet customer service objectives.
• Identifies and resolves data integrity issues and assists with internal and external audits to maintain compliance

Job Requirements:

• 1-2 years’ experience in an HR related field and/or Degree with HR focus.
• Proficiency in ADP Workforce Now (US and Canada).
• Adept with Service Management systems (ideal candidate will have prior experience with Salesforce Service Cloud)
• Excellent communications skills including active listening
• Strong customer service skills and approach
• Critical thinking and conflict resolution
• Ability to multi-task, prioritize, and manage time effectively

About BCforward:

BCforward began as an IT business solution and staffing firm. Founded in 1998, BCforward has grown with our customers’ needs into a full-service personnel solution’s organization. Headquartered in Indianapolis, Indiana, BCforward also operates numerous delivery centers across North America and India. We are currently the largest consulting firm and largest MBE certified firm in Indiana. Our uninterrupted growth has allowed BCforward to deliver uniquely configured IT staffing and project solutions for over the years of catering to our customers’ specific needs. BCforward currently maintains a team of over 5000 global resources. With our additional brand, Stafforward, together we have the capabilities to deliver services for a variety of industries in both public and private sectors which allows us to address your most challenging needs.

We must inform you that during the hiring process, we may ask for you to disclose and provide us with various categories of your personal information, including identifiers such as your name and address, professional information, commercial information, education information, and other related information. Please note that we will only use this information to facilitate and complete the recruiting process. This posting is not an offer of employment. All applicants must be authorized to work in the United States and willing to cooperate with a background check and drug screen, to the extent permitted by federal and local laws up to and including both criminal and financial reviews. The submission of intentionally false or fraudulent information in response to this job posting shall render the applicant ineligible for the position. BCforward is an equal opportunity employer. Any subsequent offer of employment shall be considered employment at will regardless of the anticipated assignment duration.