HR Service Center Manager

  • Georgia Southern University
  • Statesboro, GA, USA
  • Sep 06, 2019
Full time Human Resources/Equity, Diversity & Affirmative Action

Job Description

Office of Human Resources. The HR Service Center Manager oversees a team of service associates (Full-Time Employees and Student Assistants) and the day-to-day operations of the HR Service Center to provide responsive support to students, faculty, staff and other entities across campus. This position ensures Associates provide timely responses; complies with University service standards and assists in creating efficiencies and consistent communication for team. Essential Functions • Leads a team focused on efficiency and client satisfaction, providing quality information utilizing knowledge of university policies and procedures, guiding and redirecting callers to appropriate resources, departments and/or staff members, suggesting options or alternate solutions for resolution. • Assesses faculty, staff and student employee needs to ensure adequate services available through the service center. • Monitors metrics of service and delivery; and collects, analyzes and summarizes call center trends and data as a source to validate University scoreboard deliverables. • Monitors calls for quality control and consistent service and delivery of information. • Establishes a high standard for productivity, quality, and customer service as well as define user guidelines. • Manages and improves center performance through performance monitoring, problem resolution, system audits and quality assurance measures. • Summarizes, collects and analyzes call center trends and data for regular performance reports. • Participates and engages Service Center Associates in professional development activity and team projects for continuous quality improvement. Georgia Southern University is a Tobacco Free Campus.

Application Details

 

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