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Position DescriptionThe Employee Services (ES) Operations Manager is responsible for leading operational excellence, and for optimizing and scaling all aspects of HR Employee Services with a deep focus on employee experience, operational excellence and continuous improvement. The ES Operations Manager will also strategically plan and execute against key HR Employee Services objectives and priorities. The ES Operations Manager interacts with the Knowledge Manager, Contact Center Supervisor, and Data Administration Supervisor to solve issues to help improve the employee and customer experience.Requirements
Bachelor’s degree in Business Administration, Human Resources or related field
Six (6) years or more of progressive experience in HR, people operations, or related experience
Two (2) years or more of experience managing teams or contact center environment (Human Resources, Shared Services, etc.)
Two (2) years or more experience as an HR professional in an agency or professional services environment preferred
Highly organized, detail oriented, and able to meet aggressive deadlines, while managing multiple tasks in a fast-paced environment
Able to influence and lead others and possess a high level of emotional intelligence
A self-starter with a drive for results
An individual with a strategic mindset and business acumen
Professional with a high level of integrity and the ability to be a hands-on team player
Understand the nuances of case management systems along with Workday / Software as a Service (SaaS) offerings (advanced level)
Responsibilities
Accountable for setting overall contact center and data administration strategic direction for Employee Services
Monitor achievement of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for operational excellence through performance dashboard. Prepare presentations for the team and senior management highlighting performance in an easy-to-understand, executive-ready manner
Coach and mentor Contact Center Supervisor and Data Administration Supervisor on all aspects of the operations
Support day-to-day escalations for operational excellence issues
Monitor and evaluates employee satisfaction and attrition levels and recommends strategies and employee-focused programs and activities aimed to improve employee engagement and retention
Performs other duties as assigned
Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.Job Locations US-TN-FRANKLINPosted Date 4 hours ago (11/21/2019 3:04 PM)Requisition ID 2019-80882Category Human ResourcesEmployment Type Regular - Full Time (4)Travel Requirements 10-20%Position Code 7772
Vacancy expired!