Manager, Human Resources Service Center The Manager, HRSC provides operational leadership to the HR Service Center.

They are accountable for the day-to-day management of a team of staff that may include HR Analysts, HR Representatives, and Customer Service Analysts.

Manages a staff responsible for processing electronic and physical documents.

The Manager, HRSC fosters a team environment and a strong service culture that ensures timely and quality driven service to internal customers.

They maintain superior standards for productivity and service quality and ensures adherence to customer service level agreements.

The Manager, HRSC monitors and analyzes call and processing volumes as input into daily, weekly and monthly capacity planning.

They manage team members, ensure adequate training and system resources are provided, monitors systems, policies and procedures and recommend process changes and enhancements.

Major responsibilities include: Customer Service: * Manage team members responsible for servicing internal KP employees via customer call handling and/or transaction processing * Monitor, measure and ensure adherence to established work processes, quality standards and customer service level agreements * Manages issues related to regulatory requirements or financial impacts resulting from processing or scheduling of work * Collaborate with Quality Assurance staff to monitor, coach and assess customer service and/or transaction processing skills.

* Develop and facilitate presentations to customers educating them on Center processes and how to effectively interact with the Center Team Leadership: * Manage day-to-day team operations of approximately 10 to 12 staff * Responsible for hiring, training, coaching and assessing staff performance * Assist in the development of programs to train team.

* Guide staff on interpretation and application of human resources policies.

* Acts as a resource to team to assist them with complex HR transactions, escalated issues, and customer requests.

* Promote a cohesive team environment via open communications, team building and recognition * Ensure staff have the proper equipment and receive necessary systems, process, and customer service skills training.

* Monitor workload and call volumes to plan and modify staffing levels as appropriate * Identify staff performance issues, and manage using appropriate training and development resources, and HR policies * Ensure timely intervention into service quality issues, resolves complex issues, and serve as a resource to team members.

* Communicate KP business vision, decisions and strategic direction of the HR organization, and center priorities and policy/procedural updates.

Performance Management: * Assist in developing and implementing productivity standards and monitoring to ensure Call Center business objectives and service targets are met. * Collaborate with Center Management to measure and monitor the performance of service center standards * Manage issues related to regulatory requirements or financial impacts from the processing or scheduling of work * Recommend process changes and enhancements to improve service quality.

* Perform off-line duties to assist with completion of queue assignments and projects.

* Support Center operations by providing relevant, accurate data for capacity planning, budgeting.

* May be called upon to help develop, implement and/or monitor new systems, policy/procedure changes as necessary.

* Performs other related duties as assigned by management Requirements: * Bachelors degree in Human Resources, Call Center Operations, Business, Policy and Planning, Health Administration or related field or equivalent experience required.

* In depth knowledge of Human Resources, Payroll, and Benefits transaction processing.

* Demonstrated analytical and problem solving skills.

* Experience in capacity planning and financial budget management.

* Experience in Human Resources Information Systems (HRIS), PeopleSoft preferred.

* 5+ years of experience in human resources, call center operations or equivalent experience required.

Health care industry experience preferred.

Supervisory experience preferred.

* Strong orientation to detail; strong administrative and organizational skills.

* Strong interpersonal and communication skills with emphasis on teaching and facilitation.

* Effective written, oral, presentation and interpersonal skills.

* Must be able to work in a Labor/Management Partnership environment and to manage represented employees.

To apply for this position, please visit our website at http://kaiserext.

kaiserpermanentejobs.org/joblist.html and create a personal profile.

Under the job number, type 54081.

Please use the Copy and Paste option to attach an unformatted (text only) resume.

Kaiser Permanente offers exceptional benefits.

A competitive compensation package will be offered to applicants, commensurate with experience.

Kaiser Permanente is proud to be an equal opportunity/affirmative action employer.

This position consistently supports compliance and the Principles of Responsibility (Kaiser Permanentes Code of Conduct) by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable federal, state and local laws and regulations, accreditation and licenser requirements (if applicable), and Kaiser Permanentes policies and procedures.

« Apply for Manager, Human Resources Service Center