People Services Manager, Call Center

It's more than a career, it's a calling.

MO-SSM Health Mission Hill

Worker Type:

Regular

Job Highlights:

We have an exciting opportunity for a People Services Manager to join our team. Are you a strong relationship builder, innovator, and results driver? Are you passionate about making a difference in team member and leader experience? The People Services Manager will play a crucial role in overseeing our People Services and Employee Relations Shared Services functions. We are looking for someone who is not only a strong people leader but also a cultural and accountability steward to meet the various compliance requirements throughout our system. If you are a dynamic and driven individual who is ready to make a difference, we want to hear from you! Join our team as the People Services Manager and be a part of a mission to create a positive work environment for our team members and leaders at SSM Health.

This is a hybrid position, working Wednesday and Thursday at our STL headquarters!

Job Summary:

Manages the People Services team. Ensures process and knowledge base are consistently up-to-date and accurate for agents to be able to provide the most informative answers to their inquiries. Coaches and leads the team, including administration of all performance conversations and development plans for each team member. Oversees accuracy of metric and analytic reporting, including tracking of the function's Service Level Agreements (SLA's). Serves as liaison with Tier 1.5 leads on the team to develop strong coaching and training to new and existing agents. Provides strategic oversight to improve the employee experience with phone inquiries as well as complete ticket (AskHR) management. Coaches and mentors bi-annual 'Together' internship program.

Job Responsibilities and Requirements:

PRIMARY RESPONSIBILITIES

• Manages process and workflow for department. Serves as a final point of escalation to ensure positive and productive resolution and acts as a satisfaction point for customers that cannot be helped by the team.

• Collaborates regularly with Tier 1.5 specialist to ensure optimization of functionality in HR system to automate and streamline best practices.

• Tracks trends through regular audit reports and utilizes the data to make improvements in process or system capabilities for the team.

• Provides management of all SLA's and metrics for the team through Clarity reporting as well as Workday Help Ticket management reports.

• Suggests recommendations to leader for opportunities to innovate and enhance the function.

• Works to develop a strategy for the advancement of the function by driving self-help solutions to employees while answering their immediate need.

• Manages schedules, work flows and training for the function.

• Coaches and develops team members to advance their skills and competencies to support their career aspirations.

• Manages multiple tasks simultaneously and adjusts to issues as needed in a dynamic work environment. Prioritizes and effectively anticipates and responds to issues as they arise.

• Performs other duties as assigned.

EDUCATION

• Bachelor's degree or equivalent combination of education and experience

EXPERIENCE

• Five years' experience, with two years' leadership

PHYSICAL REQUIREMENTS

• Frequent lifting/carrying and pushing/pulling objects weighing 0-25 lbs.

• Frequent sitting, standing, walking, reaching and repetitive foot/leg and hand/arm movements.

• Frequent use of vision and depth perception for distances near (20 inches or less) and far (20 feet or more) and to identify and distinguish colors.

• Frequent use of hearing and speech to share information through oral communication. Ability to hear alarms, malfunctioning machinery, etc.

• Frequent keyboard use/data entry.

• Occasional bending, stooping, kneeling, squatting, twisting and gripping.

• Occasional lifting/carrying and pushing/pulling objects weighing 25-50 lbs.

• Rare climbing.

REQUIRED PROFESSIONAL LICENSE AND/OR CERTIFICATIONS

• None

Department:

~~~ HR Shared Services

Work Shift:

Day Shift (United States of America)

Scheduled Weekly Hours:

40

SSM Health is an equal opportunity employer. SSM Health does not discriminate on the basis of race, color, religion, national origin, age, disability, sex, sexual orientation, gender identity, pregnancy, veteran status , or any other characteristic protected by applicable law. Click here to learn more. (~~~)