HR Customer Service Supervisor, FT, Human Resources, INTEGRIS

HR Customer Service Supervisor, FT, Human Resources, INTEGRIS Corporate, OKC

Job Code: 1921

Position Summary:

The HR Customer Service Supervisor coordinates a work team of call center and processing analysts who provide information, solutions and resolution in response to inquiries about Human Resources-related issues and transactions. Responsible for scheduling and critical workforce management tasks and staffing to anticipate spikes in call volume or transactions. INTEGRIS Health is an Equal Opportunity/Affirmative Action Employer.

Essential Functions:

The HR Customer Service Supervisor responsibilities include, but are not limited to, the following:

* Supervises staff to support the INTEGRIS system, including assignment of duties, projects, and employee performance

* Supervises staff, including hiring, evaluating performance and competency, and conducting disciplinary/counseling sessions as needed

* Develops schedules informed by call volumes, agent availability, skilling, etc.

* Manages all HR inquiries by assisting customers, and directing and triaging customer concerns

* Monitors statistics, monthly call center metrics and survey data results

* Provides accurate aggregate reports and analysis to HR management and maintains supporting documentation

* Maintains a well-informed customer service operation via understanding and leveraging the linkages among the HR centers of expertise

* Proactively works with HR management to plan for department changes, ensure appropriate staffing coverage; onboard new staff

* Manages service recovery via tracking and maintaining customer support interaction and results

* Manages the manual entry and application process of solution management within the call center HR Help Desk software for all calls and customer interface

* Supervises quality management program, setting standards for implementation by Customer Servie Analyst II.

Accountability:

Reports to the System Manager, Human Resources.

Required Physical Demands (Subject to Reasonable Accommodation):
Keyboarding/Dexterity: Frequently; activity exists from 1/3 to 2/3 of the time
Standing/Walking: Occasionally; activity exists up to 1/3 of the time
Strength (Lift/Carry/Push/Pull): Sedentary (exerting up to 10 pounds of force occasionally)
Talking (Must be able to effectively communicate verbally): Yes
Seeing: Yes
Hearing: Yes
Color Acuity (Must be able to distinguish and identify colors): No

This position may have additional or varied physical demand and/or respiratory fit test requirements. Please consult the Physical Demands Project SharePoint site or contact Risk Management/Employee Health for additional information.

Environmental Conditions:

Normal office conditions.

Qualifications:

* Bachelor’s degree in human resources, business or related field with 3 years of human resource, administrative or call center experience

* Must be able to communicate effectively in English (verbal/written)

* SPHR/PHR preferred

* Lead or management experience preferred

* Proficient in Microsoft Office

* Knowledge of HR-specific applications preferred

* Strong customer service experience preferred