HR Transactional Mgmt Ops Mgr (Contact Center) Job in Alameda, California US
HR Transactional Mgmt Ops Mgr (Contact Center)
HR Transactional Ops Mgr Alameda, CA Kaiser Permanente is seeking an energetic,Director for the Contact Center in their National Human Resource Service Center in Alameda, California. The Director for Contact Center Operations will manage a team of employees and managers responsible for providing customer service via the telephone, answering Kaiser Foundation Healthplan and Medical Group employee's and retiree's HR related questions The preferred candidate will have prior experience in Human Resources and Call Center management. The position will report to the Senior Director of Benefits and the position will be located in Alameda. Essential Functions: Resource Management: Manages the efforts of direct and indirect reports, and collaborates with, provides guidance to and influences employees, clients and matrix partners. Responsible for selecting, developing, and deploying staff in the most effective manner to meet assigned objectives. Responsible for performance management, compensation decisions, and providing on-going, regular performance feedback. Responsible for satisfying customer service level agreements, implementing continuous improvement initiatives, coaching and developing employees, and supporting training and communication initiatives. Change Management Innovation: Proactively engages HRSC staff, client leaders and matrix partners to actualize change initiatives. Develops and/or encourages new ideas/approaches. Establishes procedures and practices which promote the use of available enabling technologies (software, paperless processing, computerized record keeping, etc.). Uses efficient and cost-effective approaches to integrate technology into the workplace and improve program effectiveness. Develops strategies using new technology to enhance decision making. Understands the impact of technological changes on the organization. Strategic Thinking: Formulates effective strategies consistent with the business and competitive strategy of the organization and/or functional area. Examines policy issues and strategic planning with a long-term as well as short term perspective. Determines objectives and sets priorities; anticipates potential threats or opportunities and vets them within the HR team and with the client as appropriate. Qualifications: Basic Qualifications: - Ten (10) + years of management experience with direct supervision of a minimum of 10 non-exempt employees - Seven (7) + years of experience in human resources, payroll, call center operations or equivalent experience required - Previous experience managing a large diverse staff in a highly complex work environment preferred - Health care industry experience and labor environment preferred - Demonstrated experience leading large-scale change initiatives preferred - Experience in strategic planning and analysis preferred - Experience in the healthcare industry preferred. - Bachelor's degree in Human Resources, Call Center Operations, Business, Policy and Planning, Health Administration or related field OR equivalent experience required - Strong general knowledge of the following human resources areas: payroll, compensation, benefits, worker's compensation, and collective bargaining agreements. - General understanding of Human Resources Information Systems - General knowledge of state and federal employment law required - Proven ability to develop customer service strategies for service internal and/or external customers required - Demonstrated ability to identify key business issues and develop appropriate action plans from multidisciplinary perspectives - Demonstrated ability to lead professionals and manage others through influence and collaboration - Demonstrated ability to conduct quantitative and qualitative analysis, and interpret findings - Must demonstrate an understanding of the operations of Kaiser Permanente, health policy trends and any applicable regulations related to the responsible functional area - Knowledge of queuing theories, workforce scheduling, and telecommunication preferred