Sr Supervisor HR Service Center

Role summary

Manages, directs, or supervises staff and the day to day management of all or part of an HR Service Center, depending on scale, and for implementing the overall Service Center strategies and policies developed at the Vice President and Director Levels. The overall goal of the Center is to support the efficient operation of the Human Resources function, from both a cost and service perspective. Responsible for key performance metrics relative to the Center’s operation including: call wait times, the percentage of problems resolved at tiers 0, I and II, staffing ratios, total cost of operations, and other similar performance indicators. Develops both standard and ad hoc reports for review by senior management. May direct subordinate supervisors to rebalance staffing to meet the call volume. Liaises closely with peer level Managers in the Human Resource function to discuss expanded services, gain feedback and resolve service issues. Works closely with both the in-house Information Technology Department and with specialized external software vendors on the introduction and roll-out of new technical capabilities or to resolve issue relative to software, systems, networks or telephony. May manage capital improvement projects necessary to enhance the Center’s performance and ensures they are delivered on time and in budget. Periodically evaluates existing Center processes and may make process changes if warranted and may share such changes with peers in other centers. Requires specialized knowledge of the design, operation and functioning of effective high volume call centers, including in-depth knowledge of the technologies involved. Requires experience in Human Resources with a specific focus on service center management in a large complex organization.

Job summary sourced from the Empsight benchmark job library.