Supervisor, HR Service Center Job in Not Specified, Illinois US
Supervisor, HR Service Center
Job ID : 2012-32327 # Positions : 1 Division : DeVry Inc. Department : Human Resources About DeVry Inc. : About DeVry Inc. DeVry's purpose is to empower its students to achieve their educational and career goals. DeVry (NYSE: DV, member SP 500 Index) is a global provider of educational services and the parent organization of Advanced Academics, American University of the Caribbean School of Medicine, Becker Professional Education, Carrington College, Carrington College California, Chamberlain College of Nursing, DeVry Brasil, DeVry University, and Ross University Schools of Medicine and Veterinary Medicine. These institutions offer a wide array of programs in business, healthcare and technology. DeVry's institutions serve students in secondary through postsecondary education and professionals in accounting and finance. Overview : Under limited supervision, performs a variety of supervisory tasks and manages the operations of the HR Service Center. This position supports and interacts with the Home Office HR Department on a regular basis. Essential Duties and Responsibilities : Oversees the supervision of personnel, which includes hiring, work allocation, training and problem resolution; evaluates performance and makes recommendations for personnel actions; motivates employees to achieve peak productivity and performance. Supervises multiple Team Leads and associated teams of Advocates in supporting all US employees with questions regarding benefits, payroll, self service, training and multiple other areas. Responsible for identification of process improvement needs, documentation needs and gap analysis. Designs and implements responses to such needs. Responsible for interviewing, training and supervising staff and organizing their activities to maximize their effective use. Responsible for maintaining and improving employee experience and satisfaction. Measures and reports on key service-level metrics, including average response time, first-contact-resolution rate, cost per call, call avoidance, and demand mix and end-user productivity. Determines and implements strategies and tactics to maintain established Customer Service Levels. Proposes and designs SLAs for the Center and is responsible for the team meeting all defined SLA's for the operation. Creates plan for periodic system audits, collaborating as needed with appropriate stakeholders throughout the organization. Manages implementation of said audits and is responsible for driving proactive improvement plans in all areas identified. Strategically designs and implements workflows within the department. Responsible for ensuring all institutional and functional needs are met. Responsible for designing feedback process to evaluate efficacy. Performs strategic analysis of results for senior leaders. Establishes and implements short and long range organizational goals, objectives, policies and operating procedures; monitors and evaluates program effectiveness, and recommends and implements changes required for improvement. Ensures that Manager is kept abreast of any issues within the department as well as the performance of the entire staff. Analyzes performance metrics and processes. Creates and recommends redesign of processes within the department as needed Qualifications : Bachelor's degree required in business, communications, human resources or other related discipline, Master degree preferred. A minimum five to seven years work experience in a call center environment with customer service focus . A minimum of three years of experience supervising a large staff in a call center environment with customer service focus Ability to supervise and train staff, including organizing, prioritizing and scheduling work assignments. Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community. Computer skills in Microsoft Office, case management systems, and integrated phone systems Ability to foster a cooperative work environment. Ability to assess objectives and operational requirements and to develop and implement suitable operational policies and/or procedures. We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. Thank you for applying for this outstanding opportunity today. nbps;