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Associate Director of Service Center Operations

Company: Rutgers University
Location: New Brunswick
Posted on: November 19, 2021

Job Description:

Associate Director of Service Center Operations Below you will find the details for the position including any supplementary documentation and questions you should review before applying for the opening. To apply for the position, please click the Apply for this Job link/button. If you would like to--bookmark this position for later review, click on the Bookmark link. If you would like to print a copy of this position for your records, click on the Print 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 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 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 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. 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?
            • Yes
            • No
            • * Do you have a minimum of five (5) years of executive or leadership experience with service center\call center operations?
              • Yes
              • No Required Documents
              • Resume/CV
              • 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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