The Manager will represent the Call Center in all meetings and will work to foster a culture of excellence, growth and accountability. Supervise and complete annual staff evaluations.

• Analyze Service Now and Cisco Finesse statistics to implement strategies that will improve quality of service and productivity.
• Create effective customer service procedures, policies, and standards with focus in enhancing the customer experience and achieving first contact resolution.
• Work with Call Center Representatives to communicate performance standards that are specific and measurable, and in support of the business’ mission.
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department and ensure timely completion.
• Develop, maintain, and strengthen collaborative partnerships with others inside or outside the department who can provide information, assistance, and support.
• Identify and address staffing needs and coordinate training and coaching.
• Review benefit impact of HR updates and refer incidents as needed. Verifies integrity of data by comparing it to source documents.
• Answer, troubleshoot and handle all Benefits related inquiries including navigation and processes within PeopleSoft HCM via telephone system and Bomgar support system
• Test site upgrades to ensure user friendly functionality
• Participate in Open Enrollment (Reviewing Specs, Multiple Testing Phases, Monitoring issues)
• Configuration of Rates
• Run Quality Assurance reports areas.
• Assist in the reconciliation of data discrepancies within the HRIS application to ensure data integrity.
• Participate in HCM system upgrades by thoroughly testing new functionality, logging and tracking issues.
• Run queries to analyze data for Employees.

Minimum Qualifications:

• A Baccalaureate degree from an accredited college or university in business administration, public administration, management, psychology; and,
• Six (6) years of full-time paid experience in personnel administration, employee relations and management, three (3) years of which must have been in a high level personnel administration capacity in a large public or private organization; or,
• A satisfactory equivalent combination of education, training and experience.

Department Preferences

• Customer service delivery
• Human Resources policies
• Payroll policies
• Microsoft Excel/ v-Lookup Comparisons
• Human Resources Information Systems
• Microsoft Word/ PowerPoint and SharePoint
• Ability to multi task effectively
• Strong technology and computer skills
• Plans, prioritizes, and organizes work effectively to produce measurable results
• Strong research, communication, and problem-solving skills
• Strong written and verbal communication skills
• Ability to perform repetitive tasks with a high degree of accuracy
• Comfortable working independently with minimal supervision