HR Call Center Leader – Shared Services

Atlantic Health System; Morristown (NJ); On-site; USD 95,000 - 130,000; Full time

Job summary

Atlantic Health System in Morristown, NJ is seeking a Manager of HR Call Center (Shared Services) to lead the Team Member Resources Center and deliver exceptional, scalable HR support across the employee lifecycle.

This leader drives operational excellence, service innovation, and continuous improvement while leveraging technology, automation, self-service capabilities, and data-driven insights to enhance the employee experience.

Qualifications

• Bachelor’s degree in Human Resources, Business Administration, or related field.
• SHRM-CP or PHR certification preferred.
• 5 years of HR operations or shared services experience, with at least 2 years in a leadership role.
• Experience managing high-volume service environments and HR systems (Oracle, Workday, ServiceNow).
• Strong understanding of HR processes and employee lifecycle transactions.
• Excellent communication and customer service skills.
• Ability to lead and motivate teams in a fast-paced environment.
• Proficiency in HRIS and case management systems.
• Analytical mindset with experience in metrics and reporting.
• Strong problem-solving and decision-making abilities.
• Ability to manage confidential information with discretion.
• Experience with Lean or Six Sigma process improvement.
• Knowledge of employment laws and compliance requirements.
• Ability to collaborate across departments and influence stakeholders.

Responsibilities

• Oversee daily operations of the Team Member Resources Team, ensuring timely and accurate resolution of employee inquiries and transactions.
• Develop and implement service delivery standards, workflows, and performance metrics to drive operational excellence.
• Lead initiatives to improve employee experience through process optimization and technology enhancements.
• Manage escalations and ensure consistent application of HR policies and procedures across all service channels.
• Collaborate with HR Centers of Excellence and Business Partners to align shared services with broader HR strategy.
• Monitor call center analytics and reporting to identify trends, training needs, and service gaps.
• Ensure compliance with data privacy, employment regulations, and internal controls.
• Drive continuous improvement through feedback loops, employee engagement, and service innovation.
• Support onboarding, offboarding, and lifecycle transactions with accuracy and efficiency.
• Lead change management related to system upgrades, policy changes, and organizational restructuring.

Skills

Leadership

HR Systems

Communication

Analytical

Discretion

Process Improvement

Stakeholder Collaboration

Education

Bachelor’s degree in Human Resources, Business Administration, or related field

SHRM-CP or PHR preferred

Tools

Oracle

Workday

ServiceNow

Job description

Atlantic Health System in Morristown, NJ is seeking a Manager of HR Call Center (Shared Services) to lead the Team Member Resources Center and deliver exceptional, scalable HR support across the employee lifecycle.

This leader drives operational excellence, service innovation, and continuous improvement while leveraging technology, automation, self-service capabilities, and data-driven insights to enhance the employee experience.