POSITION SUMMARY:
Reporting to the
Director, Human Resources Operations and Staffing, the Senior Employee Services
Partner manages the customer service functions including a technical support
call center and background unit for the Human Resources Division. This position is responsible for the
strategic development and overall execution of the division’s delivery of
employment services (transactional and strategic) and full implementation of
the customer service strategy. The
Senior Partner provides oversight, managerial leadership and support to an
assigned team of professional and support staff delivering employee and
candidate support at all phases of the employment life cycle. With a goal of attracting and retaining
talent, the Senior Partner will create a culture of continuous improvement and
ultimately achieve industry leading service performance.
DUTIES and RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
Develops
plans and actions to reach and maintain approved employee support and call
center metrics and goals;Leads
and manages the Employee Service Center team to include training and conducting
performance evaluation;
Develops
strategic goals, provides strong leadership and direction to ensure the
Employee Service Center supports the employment lifecycle and division
recruitment and retention goals;
Creates
a viable call center and triage protocol; Improve call center capacity by
designing and implementing required on-going training for staff within the
division;
Gathers
data, chart and analyze escalations root causes and develop plans for process
improvements and eliminate issues;
Develops
and implements best practices, processes and procedures
through on-going evaluation of existing policies and procedures to ensure
efficient service and call center operations;
Conducts
customer service delivery assessments, tracks quality data and prepares reports
with recommendations for quality and process improvements;
Provides
expertise, coaching, advice and guides the resolution of issues escalated by
staff;
Research
and develop procedures and resource alternatives to improve services and
productivity;
Achieve
industry leading call center metrics;
Provides oversight
and supervises the workflow of the Employee Services team and Background unit
to include managing the day to day operations of the center;
Oversees and
coordinates all facets of the day-to-day services and operations, ensuring
compliance with district, local, state and federal policies, procedures and
regulations;
Collaborates with
multiple departments (i.e. Information Technology, Payroll, Benefits, Absence
Management, etc.) and provides subject matter expertise, feedback and customer
service reports to division staff to ensure continual improvement and growth in
all service delivery areas; Instills a climate of continuous process
improvements and customer focus;
Provides oversight
and coordinates onboarding and applicant support services ensuring a seamless
transition to assignments once hired;
Coordinates the integration of the Background Unit services and monitors
for process improvements;
Provides human
capital metrics and analytics for respective functional area to senior
leadership and functional areas to enable fact-based decision making;
Interfaces with
technology staff on information systems issues related to human resources;
Utilizes all human
resource information technology and adapts to new technologies quickly;
Utilizes data to make
informed decisions and support principals/managers in human capital and talent
management; and
Performs other duties
as assigned.
QUALIFICATIONS:The requirements listed below are representative of the knowledge, skill, and/or ability required.
Knowledgeable of
strategic and transactional employment services, systems, and processes; Minimum of five years
of progressively responsible management experience in human resources/human
capital management, with at least 3 spent in the delivery of customer service
or employee support functions;
Demonstrated
successful supervisory experience including the ability to lead assigned staff
through managing change;
Proficient in the use
of technology and call center protocols and systems;
Ability to triage and
analyze issues, shift priorities, and cope with ambiguity in a fast-paced
environment;
Strategic, creative
leader and problem solver;
Exceptional
customer service;
Business
acumen; excellent judgment and discretion;
Strong
conflict management; Adaptable to a variety of styles;
Drives
innovation; Relentless about results with a strong sense of urgency;
Courage;
Cultural sensitivity;
Effective
communication;
Action
and options oriented;
Takes
initiative to identify and anticipate customer needs; Makes recommendations and
takes action;
Collaborates
with others;
Committed
partner, personal credibility;
Technology
utilization including human resource information systems;
Data
driven, analyze issues and shift priorities, cope with ambiguity; and
Maintains
confidentiality.
EDUCATION and/or EXPERIENCE REQUIREMENTS:
Bachelor's
degree from an accredited college or university required in Education, Human
Resources, Business Administration, Public Administration, or a closely related
field. Five years of progressively responsible management experience in human
resource/human capital management or education (teaching, building leadership)
with at least 3 years in the delivery of customer service or employee support
functions. Experience working in a large
organization. Strong analytical skills
that inform problem solving and decision making capacity. Demonstrated customer service skills,
leadership ability and decision making skills. Master's
degree in the above fields; Experience with implementing human resources
processes in educational settings, or employment procedures; Experienced
manager or experience working
educational settings preferably as a teacher, administrator or central
office staff.
CERTIFICATION REQUIREMENTS:
SHRM or PHR certification preferred.
SUPERVISORY RESPONSIBILITIES:
No direct supervisory responsibilities.
PHYSICAL DEMANDS:
The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to stand, talk, hear, walk, sit, and use fingers, tools or controls. The employee is occasionally required to reach with hands and arms and stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision such as to read handwritten or typed material, the ability to adjust focus, and depth perception. While performing the duties of this job, the employee may occasionally push or lift up to 25 lbs.
WORKING ENVIRONMENT:
The work environment characteristics are representative of those an employee encounters while performing the essential functions of the job.
ADDITIONAL INFORMATION:
Highly demanding and fast-paced environment; frequently required to work long hours and weekends. Annual leave may be limited during specified timeframes. Local and non-local travel may be required.