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***Call Center Management Experience Highly Preferred***
***Experience establishing and maintaining service level agreements, daily statistics, establishing and reporting on KPI's, and strong employee engagement experience are highly preferred.***
The Manager, HR Solutions Center is a key member of the HR Operations team and vital to the success of the HR service delivery model for all VCU Health System entities. The Manager, HR Solutions Center is accountable for ensuring a high-quality, timely, and accurate response to team member inquiries and completion of HR transactional activities. The Manager is responsible for training and providing direction to the HR Solution Center team with a focus on employee performance, performance metrics, and team building to ensure employee effectiveness and development. The Manager establishes performance levels and service standards to ensure productivity meets or exceeds service and quality standards. The Manager partners with Center of Expertise (COE) leaders to determine appropriateness of escalations in order to provide optimal results; effectiveness of responses; and ultimately, team member satisfaction. The Manager oversees the service center systems and technologies, contributing to process improvement initiatives and developing service level agreements (SLAs).
Licensure, Certification, or Registration Requirements for Hire:
Preferred: PHR/SPHR or SHRM-CP/SHRM-SCP
Licensure, Certification, or Registration Requirements for continued employment: N/A
Preferred: PHR/SPHR or SHRM-CP/SHRM-SCP
Experience REQUIRED:
5 years of progressively responsible Human Resources experience
2 years of leadership experience in a shared service environment
Experience PREFERRED:
3 years' experience in human resources leadership
Experience in an HR Shared Service environment
Knowledge of case management solutions
Experience in ServiceNow, Workday
Knowledge of phone system/ call center management
Education/training REQUIRED:
Bachelor's Degree in business, Human Resources Management, or other related fields
or equivalent combination of education and experience
Education/training PREFERRED:
Bachelor's Degree in Business Administration; concentration in Human Resources or Healthcare Administration
Independent action(s) required:
Ability to prioritize, multitask and manage multiple projects successfully in a fast-paced and dynamic environment.
Ability to communicate with written and verbal communication with all levels of the organization.
Ability to work with confidential information and demonstrate discretion.
Ability to accept accountability for actions and solicit feedback from stakeholders.
Ability to obtain and use analytics in determining effectiveness, improvement needs, and strategic growth.
Ability to think creatively, understand complex issues, and quickly acclimate and accept changing environment.
Ability to select, manage, develop and retain a qualified workforce within environment that values diversity and individuality.
Supervisory responsibilities (if applicable):
Recruit, interviews, hires, and trains new staff.
Oversees daily workflow of the department.
Provides constructive and timely performance feedback and evaluations.
Handles any discipline or termination of employees in accordance with policies.
Manages team schedules to account for fluctuations in service center demands (e.g. call spikes during open enrollment).
Additional position requirements:
Occasional (very limited) weekend or holiday work due to project timelines or organizational needs
Age Specific groups served: N/A
Physical Requirements (includes use of assistance devices as appropriate):
Physical Lifting less than 20 lbs.
Activities: Prolonged standing, Prolonged sitting, Repetitive motion: keyboard, mouse
Mental/Sensory: Strong recall, Reasoning, Problem solving, Hearing, Speak clearly, Write legibly, Reading, Logical thinking
Emotional: Fast pace environment, Able to handle multiple priorities, Frequent and intense customer interactions, Able to adapt to frequent change
EEO Employer/Disabled/Protected Veteran/41 CFR 60-1.4.
VCU Health System Authority (VCU Health) complies with applicable civil rights laws and does not discriminate on the basis of race, sex, color, national origin, religion, sexual orientation, gender identity or expression, age, political affiliation, disabilities, marital status, veteran status, residence, financial status, or any other manner prohibited by law.