HR Service Center Manager

Job description

HR Service Center Manager
Georgia Southern University

Requisition Number: STA002502

Department: 3900350101-Human Resources, Office Of

Position Status: Full-Time

Position Summary:
Office of Human Resources. The HR Service Center Manager oversees a team of service associates (Full-Time Employees and Student Assistants) and the day-to-day operations of the HR Service Center to provide responsive support to students, faculty, staff and other entities across campus. This position ensures Associates provide timely responses; complies with University service standards and assists in creating efficiencies and consistent communication for team.

Essential Functions

  • Leads a team focused on efficiency and client satisfaction, providing quality information utilizing knowledge of university policies and procedures, guiding and redirecting callers to appropriate resources, departments and/or staff members, suggesting options or alternate solutions for resolution.
  • Assesses faculty, staff and student employee needs to ensure adequate services available through the service center.
  • Monitors metrics of service and delivery; and collects, analyzes and summarizes call center trends and data as a source to validate University scoreboard deliverables.
  • Monitors calls for quality control and consistent service and delivery of information.
  • Establishes a high standard for productivity, quality, and customer service as well as define user guidelines.
  • Manages and improves center performance through performance monitoring, problem resolution, system audits and quality assurance measures.
  • Summarizes, collects and analyzes call center trends and data for regular performance reports.
  • Participates and engages Service Center Associates in professional development activity and team projects for continuous quality improvement.

    Georgia Southern University is a Tobacco Free Campus.

    Minimum Education Required:
    Bachelor’s Degree

    Could a level of job-related experience higher than the minimum required for the position substitute for the minimum level of education?: No

    Minimum Experience Required:
    Three or more years of related work experience

    Could a level of education higher than the minimum required for the position substitute for the minimum level of job-related experience?: No

    Knowledge, Skills & Abilities:
    Effective communication (verbal and written), organization and human relations skills; ability to work well in a diverse environment; proficiency with computer and Microsoft Office Applications software including word processing, spreadsheets, and databases; legally authorized to work in the United States; successful completion of background investigation prior to employment

    Preferred Education:

    Preferred Experience::

    Salary Range: $40,200 - $50,300

    Job Open Date: 08/29/2019

    Job Closing Date: 9/27/2019

    Special Instructions Summary:

    To apply, visit:

    Georgia Southern University provides equal employment opportunities to all employees and applicants for employment without regard to race, color, sex, sexual orientation, national origin, religion, age, veteran status, political affiliation, or disability. Individuals in need of reasonable accommodations under the Americans with Disabilities Act to participate in the search process should notify Human Resources: (912) 478-5468 or HR-TDD: (912) 478-0791.

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    Job No:
    Posted: 8/30/2019
    Application Due: 9/23/2019
    Work Type: