Associate Director of Service Center Operations

Rutgers University
New Brunswick, NJ
30+ days ago
Rutgers University
Rutgers University
rutgers.edu

Job Description

Position Details

Recruitment/Posting Title
Associate Director of Service Center Operations

Job Category
Staff & Executive - Human Resources

Department
University Human Resources

Overview
Rutgers, The State University of New Jersey, is a leading national research university and the state of New Jersey’s preeminent, comprehensive public institution of higher education. Established in 1766 and celebrated a milestone 250th anniversary in 2016, the university is the eighth oldest higher education institution in the United States. More than 70,800 students and 27,000 faculty and staff learn, work, and serve the public at Rutgers locations across New Jersey and around the world.

Rutgers University–New Brunswick took root over 250 years ago. We are the state’s most comprehensive intellectual resource—the flagship campus of Rutgers, The State University of New Jersey, as designated by the Association of American Universities. We are the region’s most high-profile public research institution and a leading national research center with a global impact.

University Human Resources (UHR) supports the Rutgers mission as an institution of prominence, preeminent in research, teaching, service, and clinical care. We strive to provide the highest level of customer service in delivering a comprehensive network of programs, services, and expertise to attract, retain, and develop diverse and highly skilled top talent.

Posting Summary
Rutgers, The State University of New Jersey, is seeking an Associate Director of Service Center Operations to join University Human Resources (UHR). The Associate Director of Service Center Operations is a key position within the leadership team of the OneSource Rutgers Faculty and Staff Service Center, a customer focused service organization that provides HR and Payroll services to employees across the university. This position oversees all of OneSource’s call center operations and is responsible for ensuring issue resolution across a broad scope of HR and Payroll inquires. The position serves as a direct supervisor to a team of Senior HR/Payroll Shared Service Specialists and HR/Payroll Shared Service Specialists, and is ultimately responsible for their performance supporting OneSource call center operations. Additionally, the position develops and oversees implementation of OneSource Operations’ recruiting, training, and employee development activities, and leads development and monitoring of all key performance indicators established for OneSource and employee self-service functionality.

The duties of this position will include, but will not be limited to, the following areas of responsibility:
  • Collaborates with OneSource leadership and Associate Director to develop overall OneSource strategic plan and growth strategy, and ensure translation of strategy into tangible objectives, targets and actions.
  • Ensures all relevant procedural/legislative requirements are fulfilled while delivering a quality and cost-effective service to customers.
  • Identifies and incorporates leading practices and innovative approaches and tools for service delivery into OneSource operations.
  • Supports the development of OneSource policies and procedures, ensuring that they promote leading practices and comply with relevant laws and regulations.
  • Oversees operations of OneSource’s call center, employee self-service and knowledge management functionality.
  • Develops and monitors call center performance against service standards and associated KPIs for service quality, accuracy, timeliness, consistency, customer satisfaction, and resource management.
  • Monitors inquiry volume, cycle times and other operational metrics to develop call center resourcing plans.
  • Prepares monthly reports to monitor and analyze trends in call center inquires and issue resolution, and ensure that necessary actions are taken to maximize service center performance and customer satisfaction.
  • Recommends and maintains an organizational structure and staffing levels to accomplish overall OneSource goals and objectives.
  • Identifies process improvement opportunities across end-to-end OneSource processes, and lead process and technology driven business process reengineering initiatives.
  • Develops and leads recruiting, training, and employee development activities to support the OneSource call center.
  • Supervises all HR/Payroll Shared Services Specialists.
  • Monitors performance of OneSource employees against pre-determined measures and standards; provide effective and timely feedback to enhance employee performance.
  • Creates, fosters, and maintains a collaborative, innovative and customer-focused team culture.
  • Leads employee engagement and development initiatives for OneSource employees to enhance job satisfaction and morale.
  • Coordinates closely with OneSource leadership team to provide OneSource employees with opportunities for cross training, rotational programs and career progression within OneSource.

Position Status
Full Time

Hours Per Week

Daily Work Shift

FLSA
Exempt

Grade
08

Position Salary

Annual Minimum Salary
91723.000

Annual Mid Range Salary
116097.000

Annual Maximum Salary
140472.000

Standard Hours
37.50

Union Description
Administrators Confidential

Payroll Designation
PeopleSoft

Benefits

Information about the benefits provided to Rutgers employees can be found at: http://uhr.rutgers.edu/benefits/benefits-overview



Seniority Unit

Terms of Appointment
Staff - 12 month

Position Pension Eligibility
ABP

Minimum Education and Experience
  • Bachelor’s degree in a related field from an accredited college or university.
  • A minimum of five (5) years of executive or leadership experience with service center\call center operations.

Certifications/Licenses

Required Knowledge, Skills, and Abilities
  • Team leadership; employee development and training experience.
  • Customer account and service management experience.
  • KPI design and analytics.
  • Experience with case management system design, development and configuration.
  • Experience with knowledge management design, development and configuration.
  • Excellent written and verbal communication skills.
  • Ability to resolve broad scope of issues from both technical and account management perspectives.

Preferred Qualifications
  • Master’s degree in a related field from an accredited college or university.
  • Ten (10) to twelve (12) years of experience with service center\call center operations; 5+ years of executive-level experience leading service center\call center call operations as part of service delivery model focused on delivering transactional HR and Payroll services to a large, complex, public sector organization.

Equipment Utilized

Physical Demands and Work Environment

Special Conditions

Posting Number
21ST2040

Posting Open Date
07/23/2021

Special Instructions to Applicants

Regional Campus
Rutgers University-New Brunswick

Home Location Campus
Cook (RU-New Brunswick)

Location Details
New Brunswick, NJ 08901

Supplemental Questions

Required fields are indicated with an asterisk (*).

  • * <div>Do you have a minimum of a Bachelor’s degree in a related field from an accredited college or university?</div>
    • Yes
    • No
  • * <div>Do you have a minimum of five (5) years of executive or leadership experience with service center\call center operations?</div>
    • Yes
    • No

Applicant Documents

Required Documents
  • Resume/CV
  • Cover Letter/Letter of Application
Optional Documents

Source

https://www.indeed.com/jobs

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