ESC Training Manager-26549

Responsibilities

Aids the Director, Employee Service Center in developing and executing a quality and training program for the Employee Service Center (ESC).

Maintains oversight of all aspects of ESC operations that affect quality and customer service.

In collaboration with Centers of Expertise leaders, develops and implements efficient and effective quality improvement solutions and processes, a training program, provides coaching, recommendations, guidelines, and criteria to the Service Center teams to ensure established standards are consistently met and customers receive accurate, timely and courteous service.

Requirements

Must possess a comprehensive knowledge of Human Resources, benefits administration, contact/service center operations, quality control and process/performance improvement, as normally obtained through a bachelor’s degree in human resources, Business Administration or a related field.

Must possess a comprehensive knowledge of HR processes with an understanding of the downstream impact of transactions to benefits, pay, and other areas.

Must be able to identify when information appears out of alignment or incorrect.

Four (4) years of experience in a fast-paced customer-focused shared services environment with the focus on HR business process design, quality control, performance improvement and training.

An equivalent combination of education and experience will be considered.

Strong analytical, problem solving and integrated reasoning skills are required.

Experience reporting on and analyzing data utilizing relevant software programs (e.g., Microsoft Excel and Tableau).

Proficient knowledge of one or more HRIS.

Ability to multi-task and manage competing priorities.

Demonstrated decision making skills.

Excellent communication skills, including strong listening comprehension, verbal, and written skills.

Must have excellent human relations, interpersonal and conflict resolution skills.

Proficiency with Microsoft Office Suite, including advanced features in Microsoft Excel.

Ability to work independently with minimal supervision while organizing and prioritizing workload.

Ability to handle multiple tasks, meet established deadlines and, with composure, work in a face paced team environment.

Must have demonstrated an ability to function well under stress, correspond with others clearly, and be self-motivated and capable of managing multiple tasks.

Qualifications

Some knowledge and experience in formal process and performance improvement methodologies (i.e. Lean, Six Sigma, etc.).

A PHR or SHRM-CP certification.

Familiarity with Lawson/Infor HCM.

Skills

Physical Demands:

Disclaimer: The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements. Responsibilities