Job vacancy: Director, HR Support Center
Attention! This job posting is 7 days old and might be already filled.
| Company Name | Healthcare Company |
| Location | Alpharetta , GA |
| Date Posted | Jun 01, 2011 |
| Category | Employment & Benefits |
| Job Type | Full-Time |
| Your Phone Number | 212 352 3220 |
| Your Name | Stephanie G. |
| Job Keywords | HR, Biotech, Life Sciences, Human Resources |
Description
Empowering healthcare starts with you. With our company, whether you work in HR or marketing, finance or public affairs, you're making a difference. You'll spark a chain reaction that results in millions of people getting more from their healthcare.
As the nation's leading healthcare services company, we touch virtually every aspect of healthcare. We empower our customers by delivering vital supplies and solutions. And we empower our employees through a supportive environment where opportunity and responsibility grow. Our exceptional leadership team provides the vision and strategy to advance healthcare, so you can feel confident in our direction and your future. We believe we can empower healthcare. And it all starts with you.
Position Description
The Director, HR Support Center provides direction and expertise to the HR Support Center serving all of business units. Ensures operational excellence and provides oversight for all Absence Management and HR Support inquiries. Achieves department and team objectives through the coordination and management of team of individual contributors. Reports to the VP, HR Operations and Administration. The position can be based in a key office location.
Key Responsibilities:
- Develop HR Support Center strategy based on overall HR Operational strategy and execute through team of leads or specialists.
- Coordinate and advise on HR Support activities including the development of processes, policies and tools to support the department.
- Ensure consistent application of internally-set quality and customer service standards for HR Support and Absence Management.
- Build and maintain a strong functional team through effective recruiting, training, coaching, team building, and succession planning.
- Prioritize and delegate departmental projects and HR Support activities across staff members, providing assistance for coordinating workflow and schedules when needed.
- Develop and manage initiatives to drive operational excellence and exceptional customer service including developing, maintaining, and continuously improving processes, systems and technology, through measurement practices, and department metrics reporting.
- Monitor metrics and support center trends and implement strategies and programs to address issues.
- Collaborate with other DCoE leads to ensure operational effectiveness and consistency in policy and practice across HR Operations and Administration.
- Monitor operational activity (volumes, key performance indicators/metrics and corrective action plans).
- Analyze and report on customer satisfaction levels.
- Monitor quality of phone, chat and emails to our customers
Develop and execute accurate capacity plans base on email, chat and phone volumes.
- Develop and leverage strategies to ensure consistency in customer care.
- Solving complex customer service issues and proactively heading off negative service trends.
- Identify and eliminate root cause barriers to accuracy, productivity and quality.
- Develop and achieve performance goals and objectives in order to achieve customer expectations
- Manage workflow, handles escalations, proactively engage resources to address issues and effectively delegate workload across the teams.
Additional Knowledge & Skills
Critical Knowledge & Competencies:
- Credible Activist
- Strategy Architect
- Customer Orientation
- Drives Execution
- Mature Confidence
- Application of Systems, Policies and Processes
- Application of HR Administrative Functions, Laws and Regulations
- Composure
- Conflict Management
- Problem Solving
- Process Improvement
- Quality and Detail Orientation
- Selecting Talent
- Knowledge of HR Technical Systems
Minimum Requirements
- Minimum six (6) to eight (8) years experience in human resources with five (5) plus years of successful experience managing support center preferred.
- Strong communication and interpersonal skills and ability to motivate and inspire groups of people.
Education
Bachelor's degree in human resources, business administration, organizational development, or a related degree required.
Advanced degree in human resources or information technology preferred.
Physical Requirements
As the nation's leading healthcare services company, we touch virtually every aspect of healthcare. We empower our customers by delivering vital supplies and solutions. And we empower our employees through a supportive environment where opportunity and responsibility grow. Our exceptional leadership team provides the vision and strategy to advance healthcare, so you can feel confident in our direction and your future. We believe we can empower healthcare. And it all starts with you.
Position Description
The Director, HR Support Center provides direction and expertise to the HR Support Center serving all of business units. Ensures operational excellence and provides oversight for all Absence Management and HR Support inquiries. Achieves department and team objectives through the coordination and management of team of individual contributors. Reports to the VP, HR Operations and Administration. The position can be based in a key office location.
Key Responsibilities:
- Develop HR Support Center strategy based on overall HR Operational strategy and execute through team of leads or specialists.
- Coordinate and advise on HR Support activities including the development of processes, policies and tools to support the department.
- Ensure consistent application of internally-set quality and customer service standards for HR Support and Absence Management.
- Build and maintain a strong functional team through effective recruiting, training, coaching, team building, and succession planning.
- Prioritize and delegate departmental projects and HR Support activities across staff members, providing assistance for coordinating workflow and schedules when needed.
- Develop and manage initiatives to drive operational excellence and exceptional customer service including developing, maintaining, and continuously improving processes, systems and technology, through measurement practices, and department metrics reporting.
- Monitor metrics and support center trends and implement strategies and programs to address issues.
- Collaborate with other DCoE leads to ensure operational effectiveness and consistency in policy and practice across HR Operations and Administration.
- Monitor operational activity (volumes, key performance indicators/metrics and corrective action plans).
- Analyze and report on customer satisfaction levels.
- Monitor quality of phone, chat and emails to our customers
Develop and execute accurate capacity plans base on email, chat and phone volumes.
- Develop and leverage strategies to ensure consistency in customer care.
- Solving complex customer service issues and proactively heading off negative service trends.
- Identify and eliminate root cause barriers to accuracy, productivity and quality.
- Develop and achieve performance goals and objectives in order to achieve customer expectations
- Manage workflow, handles escalations, proactively engage resources to address issues and effectively delegate workload across the teams.
Additional Knowledge & Skills
Critical Knowledge & Competencies:
- Credible Activist
- Strategy Architect
- Customer Orientation
- Drives Execution
- Mature Confidence
- Application of Systems, Policies and Processes
- Application of HR Administrative Functions, Laws and Regulations
- Composure
- Conflict Management
- Problem Solving
- Process Improvement
- Quality and Detail Orientation
- Selecting Talent
- Knowledge of HR Technical Systems
Minimum Requirements
- Minimum six (6) to eight (8) years experience in human resources with five (5) plus years of successful experience managing support center preferred.
- Strong communication and interpersonal skills and ability to motivate and inspire groups of people.
Education
Bachelor's degree in human resources, business administration, organizational development, or a related degree required.
Advanced degree in human resources or information technology preferred.
Physical Requirements
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