Supv HR Service Center- Tampa, Florida at CareerBuilder

Posted in Other 12 days ago.

Location: Tampa, Florida





Job Description:

Job Description


JOB SUMMARY:
Supervises andcoordinates all aspects of service center operations related to assignedservice center representatives and manages/monitors case management system.Supervises, monitors, motivates, trains, coaches and manages performance ofstaff. Implements and reviews service center processes, policies, andstandard operating procedures to improve transactional efficiencies and ensureoptimal service levels. Facilitates resolution of escalated calls andhandles more complex interactions.


JOB RESPONSIBILITIES:
1.Directs dailyoperations of the department, including monitoring of case management system
2.Directs andmonitors workflow and department performance to meet Service Level Agreementsand attain department objectives and metrics
3.Providesescalation support and resolves/determines appropriate action for complexescalated issues that require independent judgment and problem solving
4.Interviews, selects,schedules, trains, coaches, develops and manages performance of assignedservice center staff
5.Contributes tothe modification of existing and/or development of new procedures and processes
6.Documentsprocesses and information to expand the HRSC knowledgebase
7.Directs thepreparation and maintenance of records, reports and metrics/data related toservice center activities and functions
8.Manages servicecenter scheduling and contingency planning for anticipated volume, plannedevents, scheduled and unscheduled absences
9.Performs callmonitoring for quality, audit and coaching purposes
10.Ensurescompliance with all federal and state regulations
11.Maintainsprivacy and confidentiality of information, protects the assets of the Company,reports non-compliance and adheres to all applicable federal, state and locallaws and regulations, and Company policies and procedures
12.Effectivelycommunicates to peers, managers, employees and other staff to enable consistentand timely flow of information
13.Performs otherduties and special projects as assigned


SupervisionExercised:
Directly supervises astaff of approximately 12 to 15 employees, which may include HR Service CenterRepresentatives I and II and support staff, levels 28 to 30. Based onservice center staffing hours, may indirectly supervise additional staff toprovide coverage.


JOB REQUIREMENTS:
EducationPreferred:
•High SchoolDiploma required
•BA/BS Degree inhuman resources or a related field highly preferred


Work Experience:
•3 - 5 years ofexperience in human resources administration and/or a call center environmentrequired
•2 - 3 years ofexperience in a leadership or supervisory role


Other:
•Demonstratedknowledge of human resources policies, programs and processes
•Ability to makeindependent decisions regarding moderate to complex problems
•Ability toprioritize, problem solve and apply critical thinking skills
•Apply advancedpolicy interpretation to help develop solutions or determine appropriate escalationlevel
•Demonstratedexperience in consistently driving achievement of quality and productivitystandards
•Demonstratedability to provide coaching and training in a collaborative manner
•Ability toeffectively interact with a diverse population at all levels within theorganization
•Advancedinterpersonal, verbal and written communication skills
•Excellentattention to detail, problem solving, organization and prioritization skills
•Ability tomaintain composure in stressful situations
•Experience withHR systems, such as HRIS, Applicant Tracking and HR Reporting Systems
•Proficiency inMicrosoft Office products (Excel, Word, Powerpoint)
•Ability to read,write and speak the English language, communicating clearly and effectivelywith internal
and external customers (TA, Applicants,Hiring Managers, etc)
•Bilingual(English/Spanish) speaking and writing skills a plus


Key Competencies
•Customer Focus
•InterpersonalSavvy
•BuildingEffective Teams
•Processmanagement
•Motivating Others
•Decision Quality
•ConflictManagement
•Comfort AroundHigher Management
•Directing Others
•DevelopingDirector Reports & Others


Experiencein HR and Onboarding Candidates
Partneringwith Talent Acquisition to pre-board internal and external candidates
Proficiencywith case Management Systems
ProcessImprovement
ProjectManagement Skills
Proficiencywith Microsoft Office Programs and Oracle HCM
Experiencedrafting SOPs/Procedures
Training& Competency
PerformanceManagement - Ability to drive and monitor team metrics and performance


Preferred:
• 4-6 yearsfinancial business analyst experience
• 4-6 yearsof reporting and data mining experience
• Priorexperience with automation tools
• SQLprogramming languages
Oracle Cloud Experience with BI and OTBI


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