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Job Posting
FT or PT?	Full-time
Temp or Perm?	Temporary
Position Title:	Contact Center Manager
Hiring Company:	BeneTemps/HR Placement Group
Location of Position:	Providence RI Area
Salary Range:	$27.00-$32.00/hr depending on experience
Reports To:	T.B.D.
Job Description:	Responsible for Contact Center service delivery to meet company targets, identify and resolve issues, lead complex projects, facilitate continuous process improvement and manage outsourcing relationship, and provide support to the corporate HR community. Responsible for integration of HR processes and business functions; including a knowledge base for HR / Payroll policies and practices within the following areas: HR Technology, Employee Data Management, Time and Attendance, Retirement, Health and Welfare and Call Center Management. Work in partnership with service providers and internal business partners to deliver timely and accurate service. Monitors service and production reports, develops / manages service provider scorecard and develops trend reports and analyses. Responsible for developing recommendations relating to service and process improvements and related project implementations. Tracks performance against established service level objectives. Identifies and investigates shortfalls; conducts root cause analyses as necessary. Facilitates the resolution of disputes and problem escalation arising from performance related activities. Makes recommendations for new performance categories and performance levels. Facilitates vendor, business unit and associate issue identification, management and resolution. Coordinates with internal business partners to capture and confirm performance and volume relating to contractual issues and identifies potential areas for service credit assessments. Plan and oversee implementation of Contact Center -related changes. Integrate new initiatives with required communication of project plans and planning development implementation. Manage projects in both a matrix and functional structure to ensure integrated requirements, implementation and service delivery.
Experience/Competencies Required:	Must have Call Center operational and service leadership experience. Comprehensive knowledge of HR processes and administration; including an in depth knowledge of base HR / Payroll policies and practices within one or more of the following areas: HR Information Technology, Employee Data Management, Time and Attendance, Retirement, Health and Welfare and / or Call Center Management. PeopleSoft or equivalent HR system knowledge. Excellent PC skills, including extensive knowledge of spreadsheet and database software. Excellent analytical skills, communication skills, and the ability to work independently and as a team player. Proven ability to perform well and with a high degree of accuracy under tight deadlines Ability to prioritize and manage projects utilizing standard project management methodologies.
Education Required:	Bachelors Degree with a minimum of 10 years of progressively responsible Human Resources experience, or equivalent work experience.
If you are interested in this opening, contact the individual indicated below, unless the posting specifically states that only online applications through the employer's web site will be accepted. In that case, please visit the employer's web site to apply online.
Name:	Vicky Griffith
Title:	Sourcer
Company:	BeneTemps/HR Placement Group
Address:	200 Highland Ave
City:	Needham
State:	MA
Zip:	02494
Phone:	781-726-6070
Fax:
E-mail Address:	vicky@benetemps.com
Web Site Address:
Date of Posting:	7/9/2010
Posting Last Edited:	7/9/2010
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