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Manager, Human Resources Shared Services (HRSS), Tier 1 Contact Center Operations & Case Management - Remote

Posted 5 days ago
Human Resources
Full Time
USA

Overview

The Manager of Human Resources Shared Services is responsible for leading and directing the operations of the Tier 1 Contact Center and Case Management, ensuring high-quality service delivery while managing a remote team.

In Short

  • Lead and manage the Tier 1 Contact Center and Case Management operations.
  • Ensure high-performance service delivery and operational excellence.
  • Coach and mentor team members for professional development.
  • Implement performance action plans and track key metrics.
  • Collaborate with various HR functions to enhance colleague experience.
  • Utilize data analytics for workforce optimization and improvement.
  • Drive process improvements and enhance service delivery.
  • Manage talent acquisition and performance appraisal processes.
  • Ensure compliance with industry standards and regulations.
  • Enhance knowledge management and self-service capabilities.

Requirements

  • Bachelor's degree or equivalent experience.
  • Five+ years of experience in HR, customer service, or contact center management.
  • Experience leading remote and on-site teams.
  • Professional in Human Resources (PHR) Certification preferred.
  • Data Analytics Certification is a plus.
  • Proven ability to drive process improvements.
  • Strong leadership and motivational skills.
  • Experience with workforce management tools.
  • Familiarity with AI-driven tools and automation strategies.
  • Excellent communication and interpersonal skills.

Benefits

  • Opportunity to work in a diverse and inclusive environment.
  • Professional development and career growth opportunities.
  • Engagement in community benefit programs.
  • Comprehensive health and wellness benefits.
  • Supportive work culture focused on service excellence.
  • Access to training and development resources.
  • Flexible working arrangements and remote work options.
  • Competitive salary and benefits package.
  • Participation in innovative HR initiatives.
  • Collaboration with a large network of professionals.

N.S.P.H

NY_SPHP01 St. Peter's Hospital

MI_TSLC Trinity Continuing Care Services is part of Trinity Health, one of the largest not-for-profit, faith-based healthcare systems in the United States. With a commitment to high-quality, patient-centered care, Trinity Health operates 101 hospitals and 126 continuing care locations across 27 states, employing over 121,000 colleagues and nearly 36,500 physicians and clinicians. The organization emphasizes diversity, equity, and inclusion, ensuring accessible and equitable care for diverse communities. Based in Livonia, Michigan, Trinity Health is dedicated to community investment, having contributed $1.5 billion in charity care and community benefit programs in fiscal year 2023. For more information, visit http://www.trinity-health.org.

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