HR Call Center Manager - HR Customer Service Center

Job Description

Description

Become part of an inclusive organization with over 40,000 diverse employees, whose mission is to improve the health and well-being of the unique communities we serve.

Summary:

This position will lead the HR Call Center that is responsible for HR inquiry management, transactions, and specialized functional services. The HR Call Center Manager ensures excellent customer service and an optimal employee experience for all transactions within the HR Service Center. S/he oversees operations of HR transactions, monitors SLAs and improves customer satisfaction rates. This position will work closely with HR Service Center, functional teams, and business partners to ensure seamless integration and optimization of HR programs to help drive business growth and performance. Additionally, ensures operational efficiencies across systems and key business processes including: case management, contact center/Call Center, SNOW portal, telephony and overall transactions.

Responsibilities:

HRCC Daily Operations - Responsible for the day-to-day management of the operations of the HR Call Center and overall function. Under the direction of the Director drives the development, implementation and continuous improvement of policies, procedures, and processes necessary to execute service requests and transactions. Monitors daily operations and implements performance and service standards to meet organizational goals. Ensures customers concerns are resolved timely. Identifies and reports to leadership any trends and root causes that impact collections and customer satisfaction. Implements and monitors initiatives to improve Call Center handling time/wait-times and other key performance indicators. Leads regular team meetings to provide updates on issues affecting team, department and organization.  

Recruit, hire and retain highly effective team members - Completes regular team and individual meetings with direct reports to provide feedback on overall performance. Leverage data analytics to identify trends that impact the overall performance of the team. Ensures team follows departmental policy and procedures. Monitors and maintains staff productivity and quality standards. Implements best practices and process improvement opportunities for the Call Center team. Prepare and present reports and presentations for leadership. Serve as subject matter expert on accurate and appropriate Call Center performance. Assist in the career development of the team members including ongoing staff education and training. Maintains systems and processes that effectively monitor staff activity and performance to ensure productivity and quality standards are met.

Process Improvement - Identify and enact process improvements that enhance customer experience. Ensure operational efficiency and harmonization of HR systems and processes including but not limited to: Case Management System, Portal, & Telephony). In a joint effort with HRSC Compliance and Portal team, document, develop and maintain end to end processes for HRSS Case Management workflows. Collaborate with HR Service Center, COEs, HR Business Partners and other business stakeholders to improve transactional processes for optimal employee experience. Identify processes and interactions for future automation. Monitor data and trends for proactive interventions. Leverage data for staffing and resource allocation decisions for optimal performance of systems and make performance improvement recommendations. Actively seek and respond to feedback from customers. Conduct customer feedback surveys & provide analysis & reporting to management.

Leading People - Leads people toward meeting the organization's vision, mission, and goals. Provides an inclusive workplace that fosters the development of others, facilitates cooperation and teamwork, and supports constructive resolution of conflicts. Ensures that division goals match those of the organization and that resources are allocated to meet priorities. Establishes an environment that creates incentives for, and eliminates barriers to, a team environment. Articulates common goals and communicates how individual roles contribute to team success.

Other Information

Other information:
Education Requirements:
● Bachelor’s degree in an appropriate discipline.
Licensure/Certification Requirements:
● No licensure or certification required.
Professional Experience Requirements:
● Five (5) years of progressively responsible Human Resources experience, leading large scale projects.  Call Center and Case Management experience highly preferred.  
Knowledge/Skills/and Abilities Requirements:
● •Ability to manage workload and achieve results with minimal supervision
•Excellent and professional communication (written and oral) skills and the ability to quickly build credibility within the organization are necessary while effectively interact with all levels of management
•Strong collaboration skills in order to partner effectively across business units
•Ability to maintain a confidential work environment, including handling issues with discretion and good judgment
•Planning skills are necessary as is the ability to succeed and prioritize while meeting multiple deadlines
•High accuracy and data integrity standards
•Ability to work in a team environment while demonstrating organization, self-direction, and strong problem solving skills

Job Details

Legal Employer: NCHEALTH

Entity: Shared Services

Organization Unit: HR Customer Service Center 

Work Type: Full Time

Standard Hours Per Week: 40.00

Work Schedule: Day Job

Location of Job: US:NC:Morrisville

Exempt From Overtime: Exempt: Yes