About this role

Lead the daily operations of a call center focused on delivering high-quality Human Resources support
Recruit, train, and mentor a diverse team of HR call center and absence management representatives
Oversee daily call center and absence management operations, ensuring service levels are met
Utilize workforce management tools to forecast volumes and optimize resource allocation
Act as an escalation point for complaints or questions
Continuously review and refine call center processes to identify areas for improvement
Initiate and lead projects to enhance the efficiency and effectiveness of HR service delivery
Develop and manage metrics to monitor key performance indicators

Bachelor's Degree in Business or related field
Six years supervisory or management experience in a related setting OR Master’s Degree and five years of experience
Proficient in general word processing and spreadsheet skills
Proficient in use of HR systems and call center technology tools
Strong customer service and call center operations experience
Ability to manage remote teams and high-volume environments

Manager – HR Service Center

About this role