Human Resources Manager Jobs

About The Position

Requirements

• Bachelor's degree required.
• Seven years of related experience required.
• Three years of leadership experience required.
• Must pass a pre-employment skills test as required and administered by Human Resources.
• Must be able to satisfy and maintain any requirements necessary to ensure the continued security and integrity of critical infrastructure if the position is determined to be responsible for maintaining it.

Nice To Haves

• Master's degree preferred.
• Demonstrated experience leading an HR, shared services, customer support, or call center operation.
• Experience with contact center technologies such as Genesys Cloud, case management platforms such as ServiceNow, HRIS systems, workforce management tools, and performance analytics.

Responsibilities

• Lead the day-to-day operations of the HR People Services Contact Center.
• Translate departmental strategy into operational plans and workforce execution.
• Establish and monitor service delivery standards and measurable performance outcomes.
• Ensure high-quality HR support across multiple service channels.
• Oversee HR shared services operations and customer support activities.
• Directly manage contact center supervisors and indirectly lead a team of more than 25 employees.
• Drive talent development and workforce performance, fostering accountability for customer service, quality, and operational excellence.
• Support workforce planning and staffing optimization initiatives.
• Oversee contact center operations utilizing Genesys Cloud and manage ServiceNow case and ticket management processes.
• Support HRIS, workforce management, and knowledge management systems, as well as employee self-service technologies and HR-supported platforms.
• Collaborate with technology and vendor partners to optimize service delivery.
• Use data analytics and service metrics to drive performance; monitor quality assurance and workforce optimization efforts.
• Measure operational effectiveness and customer experience outcomes and use performance analytics to improve efficiency and service excellence.
• Implement technology-enabled solutions that enhance employee and manager experiences.
• Ensure compliance across HR shared services operations.
• Lead continuous process improvement initiatives and identify opportunities to streamline workflows and improve service outcomes.
• Support operational excellence through standardized processes and best practices.
• Maintain accountability for service quality, performance, and organizational objectives.

Benefits

• Employer-paid medical coverage starting on day one for employees working 30 or more hours per week.
• Optional group dental, vision, life, AD&D, and disability insurance.
• Accruals for paid time off and an Extended Illness Bank.
• Paid holidays and wellness, childcare, and other leave options.
• Tuition Assistance Program after six months of service.
• Access to wellness and fitness resources and employee resource groups.
• Defined-benefit pension through the Teachers Retirement System.
• Voluntary retirement plans.
• Employer-paid life and reduced salary protection programs.
• Educational opportunities and individual and team recognition.