(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 services provider is seeking a dynamic leader for their remote contact center operations. This role offers the opportunity to inspire a high-performing team while engaging in process improvements and utilizing innovative technologies. Candidates should have a strong background in customer service and team leadership, with a focus on operational excellence and employee development. Join a mission-driven organization that values diversity and inclusion in the workplace.

Benefits

Comprehensive benefits package

Career advancement opportunities

Flexible work location

Qualifications

• Minimum of five years of experience in customer service, HR, or contact center management.
• Proven track record of leading high-performing teams.

Responsibilities

• Lead daily operations of the contact center and case management team.
• Establish departmental goals and manage budgets.

Skills

Leadership

Process Improvement

Customer Service

Education

Bachelor's degree

Tools

Workforce Analytics

Job description

Employer Industry: Healthcare Services

Why consider this job opportunity:
- Position is fully remote, offering flexibility in work location
- Opportunity to lead and inspire a high-performing team in a dynamic environment
- Competitive salary and comprehensive benefits package
- Potential for career advancement and professional development
- Engage in process improvement initiatives that enhance customer service and operational efficiency
- Work with innovative technologies and data-driven insights to optimize service delivery

What to Expect (Job Responsibilities):
- Lead daily operations of the contact center and case management team, ensuring high-quality service delivery
- Manage talent acquisition, performance appraisals, and professional development of team members
- Establish departmental goals and manage budgets, driving ongoing process improvements
- Monitor key performance metrics and develop reports to present to leadership
- Implement strategies to enhance workflows, colleague satisfaction, and operational excellence

What is Required (Qualifications):
- Bachelor's degree or equivalent combination of education and experience
- Minimum of five years of experience in customer service, HR, or contact center management
- Proven track record of leading high-performing teams in remote and onsite settings
- Strong experience in project leadership and process improvement
- Familiarity with contact center technologies and workforce analytics tools

How to Stand Out (Preferred Qualifications):
- Professional in Human Resources (PHR) Certification
- Data Analytics Certification
- Experience with AI-driven tools and digital enhancement strategies for HR service delivery
- Demonstrated ability to enhance service delivery and team productivity

#HealthcareServices #RemoteWork #LeadershipOpportunity #ProcessImprovement #DiversityAndInclusion

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