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Dir HR Service Center-18008787

Company: Baylor Scott White Health
Location: Temple
Posted on: September 13, 2018

Job Description:

Job Description

Dir HR Service Center

Preferred Qualifications


This role is responsible for leading and managing allactivities related to the HR Service Center (PeoplePlace), to include HRcustomer services, electronic employee data entry, and cross-functional HRsupport. The HR Service Center Director ensures smooth running of the ServiceCenter by monitoring and analyzing agent activities and call center queueswhile escalating any system or network errors to the appropriate leaders. The Director will create, maintain andmeasure Service Level Agreements with appropriate leaders, develop operatingpolicies and procedures and ensure that services are consistent with overall HRobjectives and best practices. Thisleader will proactively work to improve the effectiveness of Service Centercommunications and experience.







WHAT IS EXPECTED (ESSENTIAL FUNCTIONS)



- Directs and provides appropriate leadership and support to staffthrough delegation, consultation, support and evaluation. Also demonstratesleadership that supports independent and positive approaches to moving allinitiatives forward (ability to influence senior level constituents andstakeholders).


- Plan and execute call center processes including policies andprocedures for operational efficiencies and improved customer serviceexperience.


- Proactively monitor and lead call center performance through variousstatistical and reporting methodologies.


- Utilize and continuously improve workforce planning forecasts


Responsible for recruitment and selection of all new staff fromRepresentatives to Supervisor, Quality controller, Workforce Coordinators, TeamLeads and Managers.


- Drive continuous improvement as an important element of servicedelivery.


- Define an operational budget for the department and monitorexpenditure to ensure that it remains in line with agreed parameters.


- Liaise with IS to ensure the optimal provision and utilization ofsystems that deliver effectively on customer contact strategies and plans.


- Form and maintain a deep partnership with peers in HR Technology andHR Performance/Analytics to ensure a consistent and immersive customerexperience


- Performs other position appropriate duties as required in acompetent, professional and courteous manner.



#LI-EX2
KNOWLEDGE, SKILLS AND ABILITIES



- Proven success in organizing, managing and growing teams (andindividuals) through an ever-changing environment


- Experience creating influence and partnership through relationshipbuilding and communication


- Track record of continuous improvement and measured success


- Deep subject area expertise and knowledge - a thought leader amongstpeers and team


- P&L/Budget management experience


- Experience with successful execution of innovative and creativesolutions





MINIMUM REQUIREMENTS:



- Bachelor Degree Required



- 5+ years of experience with 10 years preferred


United States
TMC1 - 1st floor (10738)
1717 SW HK Dodgen Loop
Temple, 76508

HR Operations and TechnologyCorporate

Keywords: Baylor Scott White Health, Temple , Dir HR Service Center-18008787, Human Resources , Temple, Texas

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