(REMOTE) Manager, Human Resources Shared Services (HRSS), Tier 1 Contact Center Operations & Ca[...]

Trinity Health; Livonia (MI); Remote; USD 80,000 - 100,000; Full time

Job summary

A leading healthcare organization is seeking a remote Manager for Human Resources Shared Services. This role involves guiding the contact center operations and ensuring high-quality service delivery. The ideal candidate will have strong leadership skills, a background in HR or customer service, and experience with process improvements. Join a diverse team committed to equity and inclusion in healthcare.

Qualifications

• 5+ years in customer service, HR, contact center, or related fields.
• Experience leading remote and onsite teams.

Responsibilities

• Oversees daily contact center and case management operations.
• Implements performance management strategies including coaching.
• Monitors key metrics and develops reports for leadership.

Skills

Leadership

Customer Service

Data Analytics

Education

Bachelor's degree

Tools

Workday

Kronos

PRISM

Job description

(REMOTE) Manager, Human Resources Shared Services (HRSS), Tier 1 Contact Center Operations & Case Management

Join to apply for the (REMOTE) Manager, Human Resources Shared Services (HRSS), Tier 1 Contact Center Operations & Case Management role at Trinity Health

Job Description

Accountable for leading, guiding, and directing the functional responsibilities within an area of assignment. Enable ministry-level or enterprise-wide functional strategy to address internal or external business & regulatory issues. Provide functional expertise & ensure fulfillment of performance & service standards. Responsible for consistent operating performance & achieving financial goals. Identify, define, and solve complex problems impacting the management & direction of the business. Collaborate with Services Areas, Regions & Health Ministries to ensure strategy & operations are aligned while maintaining awareness of industry developments & standards. Provide decision support, operations, & optimization leadership.

• Position is remote based

Employment Details

Type: Full time

Shift: Not specified

Functional Role

• Leads by example, fostering a culture of service excellence and accountability. Oversees daily contact center and case management operations, ensuring high-quality service delivery. Implements performance management strategies including coaching and career development.
• Manages contact center operations and related projects. Coaches teams to meet quality and service goals, removing barriers to success.
• Handles talent management including hiring, training, performance appraisal, and recognition.
• Participates in setting departmental goals, budgeting, and process improvements to enhance customer service and efficiency.
• Develops and maintains knowledge articles, job aids, and training materials.
• Monitors key metrics, develops reports, and presents insights to leadership.
• Optimizes workflows, leverages data and technology, and partners with HR functions to improve colleague experience.
• Uses dashboards and analytics to manage staffing and productivity, and to identify trends for proactive improvements.
• Supports training program development and workflow refinement.
• Ensures effective use of contact center technology, including ACD, IVR, workforce management, and case management platforms, with familiarity in AI and automation tools.
• Partners with teams using tools like Workday, Kronos, and PRISM.

Minimum Qualifications

Bachelor's degree or equivalent experience. 5+ years in customer service, HR, contact center, or related fields. Experience leading remote and onsite teams.

Preferred Qualifications

PHR Certification, Data Analytics Certification, proven leadership in process improvement and service enhancement.

Our Commitment

Trinity Health values diversity, equity, and inclusion, providing accessible and equitable care. We are an Equal Opportunity Employer.