Associate Director of Service Center Operations
Company: Rutgers University
Location: New Brunswick
Posted on: November 19, 2021
Associate Director of Service Center Operations Below you will
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Preview link. 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
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
- Identifies and incorporates leading practices and innovative
approaches and tools for service delivery into OneSource
- 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
- 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
- Recommends and maintains an organizational structure and
staffing levels to accomplish overall OneSource goals and
- 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 Daily Work Shift FLSA Exempt Grade 08
Annual Minimum Salary 89051.000 Annual Mid Range Salary 112716.000
Annual Maximum Salary 136381.000 Standard Hours 37.50 Union
Description Administrators Confidential Payroll Designation
PeopleSoft 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
- 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
- Customer account and service management experience.
- KPI design and analytics.
- Experience with case management system design, development and
- Experience with knowledge management design, development and
- 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
- 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. Physical Demands and Work Environment Special
Conditions Posting Number 21ST2040 Posting Open Date 07/23/2021
Special Instructions to Applicants Regional Campus Home Location
Campus New Brunswick, NJ 08901 Supplemental Questions Required
fields are indicated with an asterisk (*).
- * Do you have a minimum of a Bachelor's degree in a related
field from an accredited college or university?
- * Do you have a minimum of five (5) years of executive or
leadership experience with service center\call center operations?
- No Required Documents
- Cover Letter/Letter of Application Optional Documents It is
university policy to provide equal employment opportunity to all
its employees and applicants for employment regardless of their
race, creed, color, national origin, age, ancestry, nationality,
marital or domestic partnership or civil union status, sex,
pregnancy, gender identity or expression, disability status,
liability for military service, protected veteran status,
affectional or sexual orientation, atypical cellular or blood
trait, genetic information (including the refusal to submit to
genetic testing), or any other category protected by law. As an
institution, we value diversity of background and opinion, and
prohibit discrimination or harassment on the basis of any legally
protected class in the areas of hiring, recruitment, promotion,
transfer, demotion, training, compensation, pay, fringe benefits,
layoff, termination or any other terms and conditions of
employment. For additional information please see the
Non-Discrimination Statement .
In compliance with the Americans with Disabilities Act (ADA) and
the New Jersey Law Against Discrimination (NJLAD), if you have a
disability and would like to request an accommodation with regard
to your access to and/or your participation in the application and
selection processes (for example, the online application process or
interviews), please call 848-932-4444 or e-mail us . Rutgers
University is an equal access/equal opportunity institution. If you
have trouble accessing this page because of a disability, please
contact us at 732.745.7378 or via email at OneSource@Rutgers.edu .
For technical assistance with the applicant tracking system (login,
filling out your application, resetting your password, etc.) please
contact the ROCS Help Desk at 848-932-4444 or ROCS@hr.rutgers.edu
To learn more about Rutgers University's commitment to diversity
and inclusion on its campuses, click here .
Keywords: Rutgers University, New Brunswick , Associate Director of Service Center Operations, Executive , New Brunswick, New Jersey
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