Manager, Human Resources Shared Services (HRSS), Tier 1 Contact Center Operations & Case Management

Key Responsibilities

• Leads by example, inspiring a culture of service excellence, accountability, ownership, and high-performance. Oversees the daily operations of the contact center and case management experience, ensuring the seamless delivery of high-quality service-oriented support to colleagues through phones, cases, and the Knowledge Management experience. Implements structured 1:1s and performance action plans to drive results, coaching, mentoring, and career pathing.
• Manages the Contact Center Operations and Case Management team and related projects and initiatives. Coaches, facilitates, and motivates the teams to create accountability for meeting quality and service level goals on a consistent basis. Removes barriers to achieve individual and group objectives.
• Responsible for all aspects of directing talent management including hiring, equipping colleagues with skill and knowledge, salary planning, operationalizing work, appraising performance, professional development, recognition, and coaching.
• Participates in establishing annual departmental goals, budget preparation & management. Suggests & initiates ongoing process improvement to departmental processes as needed to improve overall customer service, efficiency & exceptional communication.
• Ensures development & ongoing edits/changes to online knowledge articles, job aids, training, brochures, FAQ’s & other related written correspondence, documents & forms.
• Tracks and monitors key metrics, program data, benchmarking data, goal achievements and team results. Refines and develops new reports to accurately reflect department progress, work/task volumes. Creates appropriate reports or dashboards to present to leadership.
• Optimizes workflows, drives performance, and implements best practices that enhance efficiency and colleague satisfaction. Leverages data-driven insights and emerging technologies for innovation and ensures alignment with Ministry objectives while maintaining compliance and operational excellence. Partners across Total Rewards, Talent Acquisition, Payroll, and other HR functions to improve the colleague experience.
• Uses real-time dashboards and workforce analytics to optimize staffing, queue management, and productivity. Identifies trends in call volume, case resolution, and colleague feedback to drive proactive improvements. Implements strategies to reduce handle-time, improve first-contact resolution (FCR), and increase colleague satisfaction.
• Acts as a thought partner in developing training programs that address knowledge gaps and enhance readiness.
• Assists in continuously refining workflows, policies, and procedures. Enhances knowledge management and self-service capabilities in partnership with key stakeholders. Refines processes, addresses pain points, and elevates the overall direct access experience.
• Ensures that contact center technology is used including, Automatic Call Distribution (ACD), Interactive Voice Response (IVR), workforce management, and case management platforms. Familiarity with AI-driven tools, automation, and digital enhancement strategies for improving HR service delivery.
• Works as a strategic partner to improve and leverage the tools the team utilizes, including Workday, Kronos and PRISM, or other related tools and systems.

Qualification & Requirements

Minimum Qualifications

• Bachelor’s degree or an equivalent combination of education and experience. Five+ years of experience in customer service, phone support, HR or contact center case management, project leadership or a related field.
• Prior experience leading high-performing teams.
• Experience leading in a remote and onsite environment.

Additional Qualifications (nice To Have)

• Professional in Human Resources (PHR) Certification.
• Data Analytics Certification.
• Proven ability to manage remote and on-site teams, drive process improvements, and enhance service delivery. Demonstrated ability to improve quality, service levels, and team productivity.

Benefits

• Insurance Benefits
• Retirement Benefits
• Vacation Policy
• Other Perks and Benefits…