Tier 1 Service Center Manager

Rutgers University • New Brunswick, NJ

40d • $82,166 - $125,837

About The Position

Rutgers, The State University of New Jersey is seeking a Tier 1 Service Center Manager for the HCM Cloud Support Service Center. This position is responsible for managing daily operations, ensuring high-quality service delivery, and coaching Tier 1 agents who assist university employees with HR and payroll-related inquiries. The manager works collaboratively with knowledge specialists, technical support teams, and university stakeholders to ensure accurate, timely, and customer-focused resolution of Tier 1 cases.

Requirements

• Bachelor's degree in a closely related field.
• At least five (5) years of experience in a customer service or shared services environment, preferably in HR or payroll.
• Demonstrated leadership or supervisory experience.
• Ability to manage workflows, resolve conflicts, and support agents in a fast-paced environment.

Nice To Haves

• Experience supporting or managing within a multi-tiered service center model.
• Familiarity with HCM systems (e.g., Oracle) and/or case management platforms (e.g., ServiceNow).
• Experience using dashboards or reports to drive service improvements.

Responsibilities

• Oversees the HR Service Center team, providing guidance, support, and performance management.
• Supervises day-to-day activities of Tier 1 agents, ensuring effective coverage and timely resolution of HCM-related inquiries.
• Provides coaching, training, and quality assurance to maintain a high standard of service and support.
• Monitors support queues, assigns cases appropriately, and manages workload distribution across the team.
• Serves as the initial escalation point for unresolved or sensitive issues before routing to Tier 2 or Tier 3 teams.
• Collaborates with HR and Payroll functional experts to resolve HR, Payroll and Finance inquiries including but not limited to time & labor, position management, absence management, and process workflows.
• Delivers support via multiple channels including live agent platforms, cases, and email, ensuring efficient, courteous, and accurate service.
• Partners with Knowledge Specialists to ensure agents have access to up-to-date job aids and resolution pathways.
• Recommends updates to knowledge content based on frontline feedback and recurring issues.
• Tracks Tier 1 performance metrics, including resolution rates, response time, and customer satisfaction.
• Produces regular reports and dashboards to assess Tier 1 service center support performance.
• Collaborates with leadership to define and refine KPIs aligned with the HCM Cloud Support Service Center.
• Handles process improvement, identifying opportunities to improve HR processes, streamline workflows, and enhance the employee experience.
• Works closely with HR, Payroll, and IT teams to ensure consistency in issue resolution and alignment on support workflows.
• Participates in service design discussions and platform enhancement planning to represent Tier 1 needs.
• Partners with the Tier 2 Service Center Manager to streamline processes, reduce handoffs, and improve agent efficiency.
• Contributes to the development and maintenance of knowledge articles, job aids, and training content based on recurring Tier 1 issues.
• Handles Reporting and analytics; Tracking key HR metrics and providing insights to improve HR operations.
• Partners with UHR leadership, systems support teams, and data analysts to align system functionality with HR operational goals and user needs.

Benefits

• Medical, prescription drug, and dental coverage
• Paid vacation, holidays, and various leave programs
• Competitive retirement benefits, including defined contribution plans and voluntary tax-deferred savings options
• Employee and dependent educational benefits (when applicable)
• Life insurance coverage
• Employee discount programs

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Educational Services
• Number of Employees: 5,001-10,000 employees