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Supervisor, HR Contact Center

Posted on May 4, 2021 by CSH System Office Support Ctrs

Phoenix, AZ 85003
Recruitment
Immediate Start
Annual Salary
Full-Time


Overview:

CommonSpirit Health was formed by the alignment of Catholic Health Initiatives (CHI) and Dignity Health. With more than 700 care sites across the U. S. & from clinics and hospitals to home-based care and virtual care services CommonSpirit is accessible to nearly one out of every four U. S. residents. Our world needs compassion like never before. Our communities need caring and our families need protection. With our combined resources CommonSpirit is committed to building healthy communities advocating for those who are poor and vulnerable and innovating how and where healing can happen both inside our hospitals and out in the community.


Responsibilities

The position is responsible for the overall day to day supervision for a team of HR PR Support Center Representatives within the HR PR Shared Services Center. Accountable for increasing the customer experience and satisfaction, first call resolution rate, accuracy rate and other support center measures by efficiently delivering quality services. Work with management, quality and training to ensure teams are providing sincere, proactive assistance, support, and accurate guidance to callers. Must possess schedule flexibility and be able to work various shifts 8am-8pm EST.



  • Develops, motivates, evaluates and coaches team on work processes and procedures, proper call handling and teamwork to deliver excellent customer service. Is visible and available to staff to answer questions, monitor calls and give ongoing/continuous feedback.

  • Takes escalated customer calls. Answers questions and recommends corrective services to address customer complaints.

  • Ensure accuracy and efficient use of support center tools and systems and adherence to all processes and procedures.

  • Maximize information flow and productivity within assigned teams.

  • Responsible for ensuring team and individual KPIs are met and/or exceeded (i.e., customer satisfaction, quality, etc.) as well as operational SLAs are consistently monitored and achieved.

  • Improve customer satisfaction and response time to customer phone, live-chat and on line requests.

  • Provide staff with guidance and day-to-day oversight of customer inquiries. Monitor internal priority level tracking system to monitor, respond, and learn from customer comments/issues.

  • Responsible for building a cohesive team that works well together, as well as ongoing employee engagement.

  • Assesses individual and team performance on a regular basis and provides candid and timely feedback regarding developmental and training needs. Removes barriers to job performance.

  • Assists with scheduling, as well as responsible for monitoring attendance records using the timekeeping system. Reviews attendance daily and edits as necessary to ensure an accurate payroll is processed.

  • Assists with proactive review of call and case data to identify trends and issues and work collaboratively to bring resolution and process improvements.

  • Identifies ways to improve processes and drive down call and case volume.

  • Effectively applies and enforces HR PR Support Center policies and practices, i.e. attendance, code of conduct, dress code, and guidelines, etc.

  • Assists with the selection and retention of a high caliber, diverse workforce to achieve or exceed center goals.

  • In partnership with QA and Training, assist with the development of coaching and training materials.


#LI


#missioncritical


Qualifications

  • Bachelor's Degree and minimum of 1 year experience or equivalent experience

  • 3-5 years supervisory experience in centralized and multi-state HR and payroll environment

  • Strong problem analysis and resolution

  • Excellent interpersonal and communication skills

  • Strong Customer Orientation

  • Excellent interpersonal and communication skills

  • Knowledge of HIPPA

  • Bachelor's degree and 3 years of supervisory experience.

  • Working knowledge of Kronos, Workday, and Lawson experience preferred


CommonSpirit Health participates in E-verify.



Reference: 1187777035

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