Human Resources Service Center Manager

Rollins,Inc., has an excellent opportunity in our Human Resource Service Center. The Service Center is an employee oriented call center. It is for Rollins and Orkin employees only. This could be your opportunity to move up to one of nation's top service companies. If you have the appropriate experience, please consider the following.


This position will provide project management and analytical support for HRSC.

Duties and Responsibilities:
HRSC Operations
•Assist Director of Employee Services to establish operation metrics.
•Backup HRSC Operations Manager by functioning in a supervisory capacity in the HRSC Operations Manager’s absence or during busy periods, as needed.
•Monitor and analyze historical and real time data in an effort to develop and implement workflow improvements.
Administrative Management Functions
•Oversee all administrative support for HRSC.
•Assist director with P & L accountabilities and analysis.
•Process map all HRSC processes.
•Create duty manuals for HRSC.
•Ensure all office equipment is operational, with service agreements in place where applicable.
•Order and maintain office supplies.
•Prepare daily, weekly, monthly, quarterly and annual statistical reports based on HRSC productivity key operating statistics.
•Prepare weekly status report of all duties and responsibilities.
•Participate as an active member of the HRSC Management team.
•Attend weekly leadership meetings.
•Develop measurement tools to track and standardize HRSC productivity and performance.
•Develop and implement with HRSC management’s involvement a rewards and recognition program for the HRSC.
•Assist the director as required.
Vendor Management
•Work with vendors to create service level agreements and service contracts.
•Assist director in fee structure negotiations.
•Process monthly vendor invoices, set up recurring billing when possible.
Communication
•Monthly (or more frequently as required) HRSC communication to SME groups regarding the status of projects, processes, etc.
•Work closely with HRSC agents and management to keep them informed of new or revised policy, procedures and processes.
•Create and maintain department newsletter.
Projects
•Serve as project coordinator for HRSC initiatives.
•Manage multiple projects simultaneously.
•Prioritize projects and tasks in order to achieve department and company objectives.
•Ensure adequate communication is maintained regarding all project status and priorities.
Training
•Perform needs analysis with director’s guidance to identify new training opportunities.
•Recommend staffing and training needs to HRSC management.
•Coordinate HRSC training with HRSC management and SME groups.
•Develop training calendar, working with SMEs and department management.
•Deliver training to HRSC agents on selected topics, such as customer service.
•Coordinate attendance of HRSC agents for all training.
•Develop tracking system for HRSC training.
•Create metrics to measure effectiveness of training.
•Create desk reference manual for HRSC agents, both hard copy and online.
REQUIREMENTS
Education:Bachelor degree or equivalent in Human Resources or related field.

Experience:Previous Call Center, Benefits, Payroll or Human Resources Management or Supervisory experience.

Other Qualifications: General knowledge of employment law, human resources, benefits and payroll. Excellent organizational skills. Ability to work in a fast paced environment and prioritize tasks. Strong communication skills. Proficiency in Microsoft Office.