Human Resources Service Center Manager

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Information

Title:

Human Resources Service Center Manager

Market Range:

MR19

Approved Date:

7/23/2024 9:14:50 AM

FLSA:

Exempt

EEO Code:

PARAPROFESSIONALS

Career Level:

M1

Career Level Description:

Management Level 1

Job Code:

100911

Job Family:

HR - Human Resources

Sub Family:

GENHR - General Human Resources

Primary Purpose

The Manager of the HR Service Center position is responsible for leading and managing the operations of the HR Service Center, originally created to provide timely and consistent HR customer service to Team Wake including developing and implementing policies, procedures and processes to optimize operations.

•

Customer Service: Oversees the day-to-day management of the Service Center. Supervises the responses to a broad range of inquiries regarding Human Resources programs, processes and procedures. Ensures the proper handling of difficult, sensitive and confidential information. Serves as the first point of escalation for Service Center Representatives before referring complex, unusual inquiries to the Divisional Centers of Excellence. Performs back up to staff during absences or times of peak call volume. Assigns staff to cover HR Department’s front desk during the absence of the Office Assistant.

1

50%

•

Process & Procedures Management: Develops and implements Service Center policies and procedures. Establishes goals and strategies to improve service quality. Develops, implements and maintains the Service Center’s Quality Assurance Program. Partners with Assistant HR Director to implement ticket application for Service Center including establishing the service level agreement for handling calls and responding to emails as well as development of monthly/annual performance management reporting.  Ensures the timely completion of Employment and Public Service Forgiveness Loan Verifications.

Performs ongoing maintenance of PowerDMS Knowledge Base to include: updating existing knowledge base documents, adding documents and annual review of changes due to start of calendar year and/or processing changes throughout the department.

Once ticket application is implemented, will be responsible for maintaining response templates, knowledge base and AI responses with in the application.

2

30%

•

Supervision: Interview, hire and train staff. Conducts weekly meetings with the team for updates, training and coaching sessions as well as dedicated time to answer questions.  Monitors emails from the Service Center’s Group Inbox and assigns to appropriate Service Center Representative based on alphabet or volume. Trains and transitions team to Ticket application once the new process is implemented.

3

20%

Position(s) may perform other duties in addition to the above as assigned by management.

•

Participates in special projects and other duties as assigned

*IMPORTANT* In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.

Career Level Dimensions

Career Level:

M1

Career Level Description:

Management Level 1

•

Plans and establishes operational objectives for a team of support employees within a Work Group.

•

Typically does not have budget accountability but may manage day-to-day elements of the budget (e.g., overtime for staff).

•

Responsible for making basic improvements to processes, systems or standards to enhance performance of the Work Group or team.

•

Communicates within and outside the Work Group.

•

Explains policies, practices, and procedures and may justify and gain cooperation of other parties.

•

Supervises support roles. Leads, directs and reviews the work of team members in order to accomplish operational plans and results.

•

Has hiring, firing, promotion, performance and rewards decisions for direct reports.

•

Understands basic management approaches such as work scheduling, prioritizing, coaching and process execution. Typically requires advanced knowledge of job area typically obtained through advanced experience.

Qualifications

•

Associate’s degree in Human Resources Management, Public Administration, Business Administration or related field

•

Three years of experience in the service/call center, of which at least one is supervisory or in a lead-worker capacity; or an equivalent combination of training and experience.

•

•

Bachelor's Degree

Human Resources Management, Public Administration, Business Administration or related field

•

1 Year

One year experience as an HR Service Center Manager

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Supervision skills with ability to provide guidance and professional support to staff, offer regular feedback, hold staff accountable and serve as a mentor

•

Ability to demonstrate initiative and independent judgement in dealing effective with ambiguity, recognizing trends, identifying approaches and offering a variety of options and solutions to solve problems

•

Ability to plan work assignments to assure exemplary customer service and mutually beneficial results. Ability to make logical adjustments to methods or procedures

•

Ability to handle confidential and sensitive information with discretion

•

Ability to interact and communicate effectively with individuals at all levels of the organization with tact and diplomacy

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Experience developing and/or supervising a quality assurance monitoring program for a call/service center including creating targets and goals for improvement

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Intermediate to Advance knowledge of Employer Sponsored Health Plans, FSA’s, HRA, HSA, Leave, Defined Contribution (Qualified and Unqualified) and Defined Benefit Plans.  Gain understanding quickly of all the programs and benefits that the County offers to employees

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Proficiency with technology, especially computers, software applications, and phone systems.

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Ability to work under pressure

An individual must be able to perform each essential duty satisfactorily to perform this job successfully. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

Change Management

Initiates and/or manages the change process and energizes it on an ongoing basis, taking steps to remove barriers or accelerate its pace.

Coaching & Mentoring

Works to improve and reinforce performance of others. Facilitates their skill development by providing clear, behaviorally specific performance feedback, and making or eliciting specific suggestions for improvement in a manner that builds confidence and maintains self-esteem.

Human Resource Management

Knowledge of employee development concepts, principles, and practices related to planning, evaluating, and administering performance management, training, organizational development, and career development initiatives.

Influence

Asserts own ideas and persuades others, gaining support and commitment from others; mobilizes people to take action, using creative approaches to motivate others to meet organizational goals.

Organizational Alignment

Ensures the organization’s goals and objectives align with the County’s mission and vision.

Relationship Building

Builds constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect.

Strategic Vision

Sees the big, long-range picture and leads others accordingly.

Team Leadership

Willingly cooperates and works collaboratively toward solutions that generally benefit all involved parties; works cooperatively with others to accomplish organizational objectives. Manages staff in ways that improve their ability to succeed on the job.

Technology Management

Keeps up-to-date on technological developments. Makes effective use of technology to achieve results. Ensures access to and security of technology systems.

Integrity

Act with honesty, transparency and respect in our interactions with co-workers and those we serve. Adhere, without exception, to laws, policies, procedures and professional standards.

Accountability

Establish high-quality standards for work. Add value. Measure results and hold self and others accountable for making progress toward desired outcomes. Take a logical and data-driven approach to decision-making.

Diversity

Believe that different backgrounds and experiences strengthen the organization and produce better results. Value inclusion across race, gender, age, religion, identity and experience, and strive to reflect in our workforce the diversity of our community.

Collaboration

Foster a work culture in which different ideas and opinions are encouraged and expected. Listen carefully and speak thoughtfully. Work together toward shared goals with mutual respect and cooperation.

Continuous Improvement

Continuously improve work processes and products. Provide a safe environment to be innovative and creative and try new things. When things don't go as planned, use it as an opportunity to learn, regroup and begin again. Provide time and resources for individuals to grow and develop both personally and professionally.

Wellness

Take proactive steps to be physically fit and healthy, emotionally strong, financially secure and socially fulfilled, while inspiring and empowering others to do the same.

Service Orientation

Commit to making a difference within the community. Actively engage in and enjoy our work. Deliver services that exceed expectations, with courtesy, politeness and sensitivity to the experiences, concerns and feelings of all co-workers and customers.

ADA Checklist

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Standard ADA Selection:

Office Environment

Standing

X

Walking

X

Sitting

X

Lifting/Carrying 0-10 pounds

X

Lifting/Carrying 10-20 pounds

X

Lifting/Carrying 20-50 pounds

X

Lifting/Carrying 50-100 pounds

X

Pushing

X

Pulling

X

Climbing

X

Balancing

X

Stooping

X

Kneeling

X

Crouching

X

Crawling

X

Reaching

X

Handling

X

Grasping

X

Fingering

X

Feeling

X

Talking

X

Hearing

X

Visual Perception

X

Repetitive Motions

X

Eye/Hand/Foot Coordination

X

Memorization/Concentration

X

Learning/Knowledge Retention

X

Preparing/Analyzing Numerical Figures

X

Use of Interfaced Commmunication Devices (Phone, Computer, Radio etc.)

X

Analyzing/Examining/Testing Data

X

Emotional/Behavioral Self-Regulation

X

Interacting with Others

X

Comprehension

X

Organization

X

Decision Making

X

Comprehension

Understand and apply non-routine verbal and/or written instructions

Organization

Organize and prioritize the work schedules of others to manage multiple tasks and/or projects

Decision Making

Make decisions that have an impact on the immediate work unit's operations and/or services

Communication

Communicate and explain a variety of information

Extreme cold

X

Extreme heat

X

Humid

X

Wet

X

Noise

X

Hazards

X

Temperature Change

X

Atmospheric Conditions

X

Vibration

X

Computers/Monitors

X