Job details
Job type full-time
Full job description
Thank you for considering a career at ensemble health partners!
***this is a remote, work from home opportunity***
Thank you for considering a career at ensemble health partners! we have an exciting new opportunity for a customer-service focused h.rProfessional!
We are looking for an individual to stand up and manage the first in-house associate service center with the goal of providing excellence in service as per our core principle: ` people first, last, always .` shape and drive strategic plans, processes and projects that drive forward-thinking solutions to support current and future center needsEstablish key performance indicators (kpis) to drive efficiency and service and develop plans to address gapsProvide leadership and development of staff to ensure successful performance, continual learning, job satisfaction, and increased expertise.
Essential job functions
Serve as role model by demonstrating that our associates are individuals, not transactions (` people first, last, always .`)
Research, review, recommend, roll-out and maintain technology platforms (i.e., ticketing and telephony)
Hire, train, coach, schedule and manage service center staff
Develop goals, manage service queue, and track performance against kpi`s (average handle time, average wait time, average speed of answer, escalation rates, abandoned calls, etc.), with goals of first call resolution and employee satisfactionIdentify problems meeting kpi`s, find root cause, and provide solutions
Review the hr service delivery model and seek to continuously improve operations
Directly handle escalated complaints and questions
Analyze patterns, and create documentation addressing common issues
Required minimum education
Bachelors’ degree
Desired certification
Phr, sphr, shrm-cp, shrm-scp
Minimum years’ relevant experience
5-7 years
Knowledge, skills and abilities required
Strong interpersonal desire to resolve associate issues and roadblocks, helping them become successful and self-sufficient in our workplace
Experience with hcm systems (workday is preferred)
Experience with case management system/service center technology
Proficiency in ms office suite of products
5+ years of related experience in an hr service center, or as a generalist/business partner with experience in benefits, leave management and associate relations
Excellent verbal, written, interpersonal and customer service skills
Excellent organizational skills and attention to detail
Thorough understanding of human resource principles, practices, and legislation
Excellent time management skills and deadline orientation
Strong leadership skills
Ability to function well in a fast-paced and, at times, stressful environment
Expert problem-solving skills; deep critical thinking about complex problems and know how to leverage resources to create solutions
Scheduled weekly hours:
40
Work shift:
All (united states of america)
We’ll also reward your hard work with:
Great health, dental and vision plans
Prescription drug coverage
Flexible spending accounts
Life insurance w/ad&d
Paid time off
Tuition reimbursement
And a lot more
Ensemble health partners provides reasonable accommodations to qualified individuals with disabilities in accordance with the americans with disabilities act and applicable state and local lawIf you require accommodation in the application process, please contact our human resources department at 877-692-7780 or recruitment@ensemblehp.com This department will make sure you get connected to a human resources representative that can assist you.
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