Manager, Faculty & Staff Service Center

Rutgers University

Job Description
Rutgers, The State University of New Jersey, is seeking a Manager, OneSource Faculty and Staff Service Center. This position provides strategic direction and manages the frontline customer service representatives ( CSR ) team that enables operational efficiencies, provides 360-degree views of customer interactions and ensures an optimal customer experience. The Manager reports to the Director of the OneSource Service Center, and is responsible for the development, documentation, and maintenance of operational policies and procedures, including operational performance and quality metric standards and reports. This role must effectively plan, organize and lead assigned OneSource projects in service delivery within agreed timescales and budget, ensuring quality service at all times. Performs other duties as assigned.Among the key duties of this position are the following: Day-to-day management of the Senior Customer Service Representatives and Customer Service Representatives team and operations. Creates, analyzes, and modifies forecasts reports; oversees employee schedules to ensure optimal service delivery against volume, average handle time, absenteeism and other factors. Monitors, analyzes and reports CSR metrics that drive quality and accuracy. Responsible for achievement of service levels goals, including non-immediate cases. Utilizes historical trends and recommends strategic and tactical operations to assist with continuous improvement of service delivery, procedures and functions. Identifies and researches service level risks for problem resolution and management notification. Collaborates on future implementation of additional services and channels, such as chat. Drive Quality Program by evaluating and scoring interactions in support of continuous improvement for customer experience, productivity and accuracy of solutions delivered Provides system administration support and analytics function for a variety of technologies (Verizon Contact Center, Service Now, Self Service Portal, etc.). Proactively addresses potential technical problems, identifies technical deficiencies and recommends solutions. Continuously seeks and implements process improvements and system enhancements that will increase productivity and customer experience. Performs other duties as assigned. Minimum Education and Experience Bachelor's degree in business, human resources management or related field, or an equivalent combination of education and/or related experience. A minimum of five (5) years of customer service management experience, preferably in a call center environment. Required Knowledge, Skills, and Abilities Demonstrated knowledge of customer service principles and practice with associated metrics Shared Services experience in developing and leading service delivery teams Proven experience in business, operational, and staff planning and management Proficient in developing/maintaining various analytical and reporting tools Ability in analyzing data and presenting actionable findings in various formats Excellent interpersonal, organization, problem solving and communication skills Ability to drive change and influence individuals at all levels of the organization while taking appropriate risks Proficient in Microsoft Office (Teams, SharePoint, Excel, etc.) Strong working knowledge of service level achievement/agreements and KPI management OverviewThe OneSource Faculty and Staff Service Center (OneSource) supports the Rutgers community by simplifying processes, improving the customer experience, and redefining the delivery of HR and Payroll services. OneSource will provide personalized care to address all the human resources and payroll inquiries for faculty and staff via one phone number and online support.