Job Description

Patients and Physicians rely on our diagnostic testing, information and services to help them make better healthcare decisions. These are often serious decisions with far reaching consequences, and require sensitivity, tact and a clear dedication to service. It’s about providing clarity and hope.

You will work for the world leader in the industry, with a career where you can expand your skills and knowledge. As a HR Service Center Operations Manager with our Human Resources Service Center (HRSC) based in Tampa, you will have a role where you can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve.  The Operations Manager will support a high-volume service center dedicated to serving a US-based employee population of ~45k. The Operations Manager will lead a team of 3 Supervisors and ~35 HR associates across multiple HRSC functions, including onboarding and the life cycle of an employee up to and including termination.  This is a fast paced position overseeing the handling of 30k+ transactions a month.

JOB SUMMARY:

Leads, manages and monitors all aspects of HRSC operations and manages/monitors case management system.  Manages, monitors, motivates, trains, coaches and manages performance of staff.  Implements and reviews service center processes, policies, and standard operating procedures to improve transactional efficiencies and ensure optimal service levels. Responsible for determining HRSC goals and driving attainment of Service Level Agreements.  Facilitates resolution of escalated calls and handles highly complex interactions. 

JOB RESPONSIBILITIES:

• Provides leadership to HR Service Desk and/or Administration Supervisors and Representatives, promoting best practices in HR and contact center operations

• Directs daily operations of the service center, including monitoring of case management system

• Strategically influences how cross functional processes are designed, executed and measured by analyzing data (volume, performance, trends, etc.) and by advocating for Excellence in delivering the Employee Experience.

• Influences and drives  process improvement and efficiency initiatives across the HRSC and with key external stakeholders (IT, Payroll, HR COEs, etc.) to strategically leverage the tiered structure to reduce cost and improve service quality and controls (e.g:  drive Tier 2 work to Tier 1 and Tier 1 work to Tier 0).

• Establishes goals, and directs and monitors workflow and department performance to meet Service Level Agreements and attain department objectives and metrics

• Responds to escalated, highly complex inquiries regarding interpretation of policies and procedures and identifies additional escalation points as necessary, using independent judgment, creativity and problem solving

• Oversees and may participate in interviews, selection, scheduling, training, coaching, development and performance management of service center staff

• Solicits feedback and oversees survey process to measure and continuously improve the customer experience

• Documents processes and information to expand the HRSC knowledgebase

• Monitors trends to develop and implement contact center standards and processes that will improve service levels (e.g.: maximize resource allocation and scheduling to support volume trends), employee experience (e.g.: first call resolution) and controls.

• Influences the development of Tier 0 (Employee portal) to align with strategic objective of the contact center and excellence in Employee Experience

• Oversees the preparation and maintenance of records, reports and metrics/data related to service center activities and functions

• Oversees staffing and schedule management via supervisors to ensure sufficient coverage and contingency planning for anticipated volume, planned events, scheduled and unscheduled absences

• Develop approaches to cross-training and skill development of staff to improve flexibility in managing work flow and to foster staff growth with the Service Center and Quest.

• May perform call monitoring for quality, audit and coaching purposes

• Ensures compliance with all federal and state regulations

• Maintains privacy and confidentiality of information, protects the assets of the Company, reports non-compliance and adheres to all applicable federal, state and local laws and regulations, and Company policies and procedures

• Effectively communicates to leaders, peers, employees and other staff to enable consistent and timely flow of information

• Develops and maintains positive and effective internal and external working relationship between the HR Service Center team, employees, HR Business Partners (HRBP), Centers of Excellence (CoE) and vendors

• Works with HRBPs and CoEs to identify additional training needs, service offerings or opportunities for improvement

• Works closely with CoEs to ensure rollout and consistent application of functional changes impacting the service center, or on issues that relate to or require involvement of the service center team

• Performs other duties and special projects as assigned

JOB REQUIREMENTS:

Education Preferred:

• BA/BS Degree in human resources or a related field required

• Master’s Degree preferred

Work Experience:

• 10 years of experience in human resources administration and/or a call center environment required

• 5 years of experience in a people management role

• Experience within a HR shared services environment strongly preferred

Other:

• Experience is leveraging modern contact center technologies such as online portal, case management systems, chat functionality, email interfaces, scheduling software and structured telephony solutions

• Experience in driving the development of ‘contact center’ appropriate knowledge base and job aids

• Demonstrated success in fostering a positive and productive work environment, with the ability to lead, build and motivate teams

• Demonstrated knowledge of human resources policies, programs and processes

• Ability to make independent decisions regarding moderate to complex problems

• Ability to prioritize, problem solve and apply critical thinking skills

• Apply advanced policy interpretation to help develop solutions or determine appropriate escalation level

• Demonstrated experience in consistently driving achievement of quality and productivity standards

• Demonstrated ability to provide coaching and training in a collaborative manner

• Ability to effectively interact with a diverse population at all levels within the organization

• Advanced interpersonal, verbal and written communication skills

• Excellent attention to detail, problem solving, organization and prioritization skills

• Ability to maintain composure in stressful situations

• Ability to drive adherence to established call center metrics, including Call Volume, Average Handle Time, Wrap, Schedule Adherence and attendance and punctuality (TBD)

• Experience with HR systems, such as HRIS, Applicant Tracking and HR Reporting (such as Business Objects)

• Proficiency in Microsoft Office products (Excel, Word, PowerPoint)

• Ability to read, write and speak the English language, communicating clearly and effectively with callers

• Bilingual (English/Spanish) speaking and writing skills a plus

Key Competencies

• Business Acumen

• Managerial Courage

• Customer Focus

• Interpersonal Savvy

• Building Effective Teams

• Process management

• Decision Quality

• Conflict Management

• Comfort Around Higher Management

• Directing Others

• Developing Director Reports & Others

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