HR Call Center Manager — Scale Service & Experience

Atlantic Health

Morristown (NJ)

On-site

USD 95,000 - 120,000

Full time

2 days ago

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Job summary

Atlantic Health in Morristown, NJ seeks a Manager of HR Call Center (Shared Services) to lead the Team Member Resources Team, delivering scalable HR support across the employee lifecycle. The role focuses on operational excellence, process optimization, and leveraging technology to enhance the employee experience.

The ideal candidate has 5+ years in HR operations/shared services, including 2+ years in a leadership role, and strong HRIS proficiency.

Qualifications

Bachelor’s degree in HR, Business Administration, or related field.
SHRM-CP or PHR preferred.
5 years in HR operations or shared services, with ≥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/Six Sigma process improvement methods.
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 ensure alignment 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 focus on accuracy and efficiency.
Lead change management efforts related to system upgrades, policy changes, and organizational restructuring.