Mgr, HR Call Center Ops

The duties of this position will include, but not be limited to, the management of those Help Desk operations tasks involved in the coordination of activities, accountability statistical analysis and auditing of request being submitted within all HRMS applications. The position will partner with Field and Corporate HR areas as well as the internal and external Support areas as needed. The position should ensure that a high level of quality customer service is provided in responding to inquiries and for resolution of issues. As part of the HRMS management team, responsibilities will also include activities relevant to department project goals (i.e., mergers/acquisitions, system enhancements/upgrades and conversions.

RESPONSIBILITIES

Directs the development, documentation and enhancement of the company's HR systems, policies and procedures

Recommends changes in methods or procedures to improve efficiency of Help Desk function

Serves as liaison with other departments, units or locations

Manages employee service representatives including telephone, correspondence and /or research functions to ensure smooth and effective delivery of service

Ensures employee service needs are met by coordinating and adjusting call volumes in a timely manner

May handle escalated and unresolved calls. Technical/Admin Work Performed Almost fully focused on supervising service, production, or support work OR May manage a project or process that is more broadly defined within a larger functional area

POSITION RESPONSIBILITIES


1.Responsible for daily coordination of HelpDesk Coordination.
2.Supervise HelpDesk Coordinators on a day-to-day basis to provide assistance as needed on going.
3.Act in a front-line supervisory capacity and assist with the processing and resolution of employee issues and correction maintenance within PeopleSoft.
4.Coordinate and ensure quality of HelpDesk request being recorded timely and accurately.
5.Partner with HR field personnel to ensure responsive resolution of issues/inquiries.
6.Review request to suggest improvements, trends for all areas of the HRMS organization.
7.Prepare statically analysis, aging, trends reports as needed.
8.Coordinate of staff schedules in conjunction with East Coast and West Coast payroll schedules.
9.Coordinate miscellaneous tasks as needed by management.
10.Coordinate external web sites as needed.
REQUIREMENTS
QUALIFICATIONS:

1.Minimum of 5 years experience with HRMS operations in a multi-organization, multi-state environment.
2.Minimum of 2 years experience in a front-line supervisory capacity.
3.Detail oriented with strong organizational and problem solving skills.
4.Excellent interpersonal, oral and written communication skills to effectively interact with internal and external customers.
5.Ability to demonstrate proper discretion in dealing with sensitive and confidential information.
6.Ability to work in a dynamic fast paced environment.
7.Good working knowledge of Windows, MS Word, MS Excel.
8.Must possess an aptitude for working with multiple system databases and report writer functions.
9.Must be able to work in a team environment.



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