Manager of HR Call Center - Shared Services

Atlantic Health; Morristown (NJ); On-site; USD 95,000 - 120,000; Full time

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.

Skills

Leadership

Communication

Customer service

Analytical mindset

Process improvement

Education

Bachelor’s degree in HR

Business Administration

Tools

Oracle

Workday

ServiceNow

HRIS

Case management

Job description

Manager of HR Call Center - Shared Services

Morristown, NJ, United States

Trending

Job Description

The Manager, HR Call Center (Shared Services) leads the Team Member Resource Center and is responsible for delivering exceptional, efficient, and 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. Partnering closely with HR stakeholders, the manager evolves service delivery models, optimizes processes, and modernizes HR support through emerging technologies and innovative solutions, ensuring the function remains responsive to changing workforce and business needs while creating a more efficient, scalable, and high-performing employee support model.

• 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 and integration of 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 a focus on accuracy and efficiency.
• Lead change management efforts related to system upgrades, policy changes, and organizational restructuring.

Qualifications

Education

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

Certification

• SHRM-CP or PHR preferred.
• 5 years of experience in HR operations or shared services, with at least 2 years in a leadership role.
• Experience managing high-volume service environments and HR systems (e.g., 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 process improvement methodologies (e.g., Lean, Six Sigma).
• Knowledge of employment laws and compliance requirements.
• Ability to collaborate across departments and influence stakeholders.

About Us

At Atlantic Health, our promise to our communities is; Anyone who enters one of our facilities will receive the highest quality care delivered at the right time, at the right place, and at the right cost. This commitment is also echoed in the respect, development and opportunities we give to our more than 22,000 team members. Headquarters in Morristown, New Jersey, we are one of the leading non‑profit health care systems in the nation. Our facilities and sites of care include:

• Atlantic Health Morristown Medical Center, Morristown, NJ
• Atlantic Health Overlook Medical Center, Summit, NJ
• Atlantic Health Newton Medical Center, Newton, NJ
• Atlantic Health Chilton Medical Center, Pompton Plains, NJ
• Atlantic Health Hackettstown Medical Center, Hackettstown, NJ
• Atlantic Health Goryeb Children’s Hospital, Morristown, NJ
• Atlantic Health CentraState Healthcare System, Freehold, NJ
• Atlantic Medical Group
• Atlantic Visiting Nurse
• Atlantic Mobile Health
• Atlantic Rehabilitation

We have more than 900 community‑based healthcare providers affiliated through Atlantic Medical Group.

We have received awards and recognition forthe services we have provided to our patients, team members and communities. Below are just a few of our accolades:

• Chosen for 17years by Fortune as one of the magazine’s“100 Best Companies to Work For\.