Hr Call Center Manager

Description

Expected Starting Salary Range: 41.10 - 52.27

SUBFUNCTION DEFINITION: Support and service delivery for the broad range of HR Services, often referred to as 'HR Operations', such as Reporting, Data Management, Employee Life Cycle Management and support for the variety of employment related questions and manager administrative functions.

Scope: Provides leadership for a team

This role provides leadership to the Employee Service Center which is responsible for front-line customer service support for Cincinnati Children's employees and leaders. The team provides accurate and timely answers to employees' Tier 0 and Tier 1 HR-related questions on multiple platforms (phone, email, AskHR4U portal, and LiveChat) and tracks employee inquiries in our incident management system (Oracle Service Cloud, "OSC") to afford a line of sight to the issue from start to finish. The team actively partners with other HR COEs to answer more complex Tier 2 questions. Additionally, the team is responsible for management of the HR Front Desk, which includes conducting the final steps of onboarding administration (e.g., badging, fingerprinting, confirming employee record information within PeopleSoft, authenticating documents for Part II of the I-9 during pre-employment visits, etc.) and addressing walk-in requests.

REPRESENTATIVE RESPONSIBILITIES

People Planning and Performance

• Provides work direction to staff aligned with the tactical and strategic objectives of the department. Elevates team members thinking and understanding of the field by infusing best practice knowledge into the work. Manages the selection, development, and coaching of team members. Ensure that job requirements and goals for each position are clear to employees and that Medical Center initiatives, priorities, standards, and policies are effectively communicated and understood.

Team Leadership

• Provide leadership to team members in completion of initiatives, projects or programs. Collaborate with appropriate teams or individuals to plan, implement, and/or evaluate services.

Program Management

• Understand the business and operational functions supported by HR. Keep up to date on business operational practices and use this knowledge to inform HR operations strategies and decisions. Design, develop and implement policies and procedures which will support the single point of contact model for clients, increase the efficiency of the department, and ensure its compliance with CCHMC policies and procedures. Partner with the HRIS Team to automate processes wherever possible. Serve as an expert resource to managers and employees about human resource programs. Develop, maintain and deliver effective communications to managers and employees. Consult with HR staff and managers and provide guidance. Coordinate and participate in educational training and updates for Human Resources staff.

Financial Management

• Assist with fiscal responsibilities of the department as requested. Monitor budget expenditures; identify and research variances/problems. Assist in tracking and monitoring expense and allocations. Provide applicable reports. Research information for major purchases. May assist with annual budget preparation.

Compliance

• Ensure consistent human resource policy application, review and implementation consistent with organizational strategy and direction. Analyze trends, recommend and implement solutions to human resource issues. Monitor and ensure consistency of employment related practices organization wide. Maintain current knowledge of laws and regulations related to human resource management.

Qualifications

EDUCATION/EXPERIENCE

Required:

• Bachelor's degree in a related field
• 5+ years of work experience in a related job discipline

Preferred:
1+ years Call Center experience

Unique Skills:

• Applying knowledge of policies and procedures and using critical thinking for resolution of an issue. Appropriately escalating incidents for resolution of complex issues and documenting within the incident management system.
• Knowledge of regulations, procedures, and best practices in the field. Proficient ability to interpret and communicate CCHMC policies and procedures.
• Excellent verbal, written and interpersonal communication skills.
• Demonstrating concern for customer needs and issues; patiently tolerating rudeness and anger and responding with tact and empathy; showing persistent enthusiasm during customer interactions.

Cincinnati Children's is proud to be an Equal Opportunity Employer that values and treasures Diversity, Equity, and Inclusion. We are committed to creating an environment of dignity and respect for all our employees, patients, and families (EEO/AA).