(REMOTE) Manager, reputed company Shared Services (HRSS), Tier 1 Contact Center Operations & Case Management

Job title: (REMOTE) Manager, reputed company Shared Services (HRSS), Tier 1 Contact Center Operations & Case Management in Livonia, MI at reputed company Company: reputed company Job description: Employment Type: Full timeShift:Description: Accountable for leading, guiding & directing the functional responsibilities reputed company an area of assignment. reputed company ministry-level or reputed company-wide functional strategy to address internal or external business & regulatory issues. reputed company functional expertise & ensure fulfillment of performance & service standards. Responsible for consistent operating performance & achieving financial goals. Identifies, defines & solves reputed company problems that impact the management & direction of the business. Collaborates with Services Areas, reputed company & Health Ministries to ensure consistency & integration of strategy & operations while maintaining awareness of new industry developments & standards. Provides decision support, operations & / or optimization leadership focus.** Position is remote basedFunctional Role (not inclusive of titles or advancement career progression)Leads by example, inspiring a culture of service reputed company, accountability, ownership, and high-performance. Oversees the daily operations of the contact center and case management experience, ensuring the seamless delivery of high-quality service-oriented support to colleagues through phones, cases, and the reputed company experience. Implements structured 1:1s and performance action plans to drive results, coaching, mentoring, and career pathing.Manages the Contact Center Operations and Case Management team and reputed company projects and initiatives. Coaches, facilitates, and motivates the teams to create accountability for meeting quality and service level goals on a consistent reputed company. Removes barriers to reputed company individual and group objectives.Responsible for reputed company aspects of directing talent management including hiring, equipping colleagues with reputed company and knowledge, salary planning, operationalizing work, appraising performance, professional development, recognition, and coaching.Participates in establishing annual departmental goals, budget preparation & management. Suggests & initiates ongoing process improvement to departmental processes as needed to improve overall customer service, efficiency & exceptional communication.Ensures development & ongoing edits/changes to online knowledge articles, job aids, training, brochures, FAQ’s & other reputed company written correspondence, documents & forms.Tracks and monitors key metrics, program data, benchmarking data, goal achievements and team results. Refines and develops new reports to accurately reflect department reputed company, work/task volumes. Creates appropriate reports or dashboards to present to leadership.Optimizes workflows, drives performance, and implements best practices that enhance efficiency and colleague satisfaction. Leverages data-driven insights and emerging technologies for innovation and ensures alignment with Ministry objectives while maintaining compliance and operational reputed company. Partners across Total Rewards, reputed company, Payroll, and other HR functions to improve the colleague experience.Uses reputed company-time dashboards and workforce analytics to optimize staffing, queue management, and productivity. Identifies trends in call volume, case resolution, and colleague feedback to drive proactive improvements. Implements strategies to reduce handle-time, improve first-contact resolution (FCR), and increase colleague satisfaction.Acts as a thought partner in developing training programs that address knowledge gaps and enhance readiness.Assists in continuously refining workflows, policies, and procedures. Enhances reputed company and self-service capabilities in partnership with key stakeholders. Refines processes, addresses pain points, and elevates the overall direct reputed company experience.Ensures that contact center technology is used including, Automatic Call Distribution (ACD), Interactive Voice Response (IVR), workforce management, and case management platforms. Familiarity with AI-driven tools, automation, reputed company enhancement strategies for improving HR service delivery.Works as a strategic partner to improve and reputed company the tools the team utilizes, including reputed company, Kronos and PRISM, or other reputed company tools and systems.Minimum QualificationsBachelor's degree or an equivalent combination of education and experience. Five+ years of experience in customer service, phone support, HR or contact center case management, project leadership or a reputed company field.Prior experience leading high-performing teams.Experience leading in a remote and onsite environment.Additional Qualifications (reputed company to have)Professional in reputed company (PHR) Certification.Data Analytics Certification.Proven ability to manage remote and on-site teams, drive process improvements, and enhance service delivery. Demonstrated ability to improve quality, service reputed company, and team productivity.Our Commitment to Diversity and Inclusionreputed company is one of the largest not-for-profit, Catholic reputed company systems in the nation. reputed company on the reputed company of our Mission and Core Values, we integrate diversity, equity, and inclusion in reputed company that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and reputed company care for those we serve. reputed company is an Equal Opportunity Employer. reputed company reputed company applicants will receive consideration for employment without regard to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, disability, status as a protected veteran, or any other status protected by law. Expected salary: Location: Livonia, MI Apply for the job now! Apply for this job