This is your opportunity to be part of a team leading change in an organization. As a Manager in the HR Shared Services Center (SSC), you will have responsibility for managing a team of Customer Service Associates.

The team serves as the first point of contact when employees and managers contact the SSC, fielding and resolving a multitude of inquires or routing specialty questions to designated Tier II specialists. Essential functions of the job include operations, quality assurance and staff development.Some samples of the specifics are below but please note this is not a complete list.Be strategic and tactical. Since the SSC is in building mode it is critical

• this person be able to not only strategize but also be willing to do to meet
  goals and objectives.
• Manage and schedule a team of Customer
  Service Associates tasked with intake and resolution.
• Assign, prioritize and monitor daily
  activities of the team.
• Review, design, develop, implement and
  train on policies and procedures.
• Participant in the implementation of
  new technology for the SSC – rolling out Chat shortly.
• Responsible for staff management to
  include hiring, training, evaluating and providing guidance based on
  established policies and procedures. Build a high performance based culture
  through developing, coaching and mentoring your team.
• Participate in the development,
  measurement and communication of KPI’s. - Service Center telephony, chat and case management reporting and
  analysis ability
• Collaborate with SSC leadership to
  plan for project, system and organizational contingencies and recommend,
  implement, manage and support change.
• Active participate on committees, work
  groups and/or process improvement teams.

The ideal candidate would be someone that embraces and enjoys being part of an organization that takes its commitment to improving quality and customer
satisfaction seriously.

Specifics include:

• BA or experience equivalent
• Shared Service Center (SSC) experience
• Working knowledge of HR concepts
• Experience with PeopleSoft (Oracle
  Cloud applications desirable)
• Strong customer service skills
• Excellent interpersonal and
  communication skills
• Technical writing ability
• Leadership and managerial skills
• A detail oriented, self starter that can
  work independently
• An ability to set and achieve goals on
  time
• Ability to build strong relationships
  cross functionally and to interact effectively with all levels of staff and
  management.
• A respect for meeting deadlines

One of over 100 opportunities available right now.I have too many opportunities to post on my site. Contact me to discuss your job search goals. Details here: https://garylouisnelson.com/job-openings/