Manager – HR Service Center
Cleveland Clinic
full-time
Posted on:
Location Type: Hybrid
Location: Cleveland • Ohio • United States
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About the role
- Join the Cleveland Clinic team where you will work alongside passionate caregivers and make a lasting, meaningful impact on patient care.
- In this role, you will position the center as a trusted resource for employees by overseeing inquiries, resolving issues, and providing clear communication on HR policies, benefits, payroll, and leaves of absence.
- You will partner closely with the Absence Management Office to guide employees and managers through a variety of leave programs, including maternity, medical or disability, military, and unpaid leave.
- You will also play an active role in organizational change initiatives, contributing to efforts that improve processes and the overall employee experience.
- Recruit, train, and mentor a diverse team of HR call center and absence management representatives.
- Conduct regular performance evaluations, provide constructive feedback, and implement development plans to cultivate talent and maintain a high-performing team.
- Oversee daily call center and absence management operations, ensuring that service levels, response times, and quality standards consistently meet or exceed organizational expectations.
- Utilize workforce management tools to forecast volumes, schedule staff, and analyze trends to optimize resource allocation.
- Mediates and/or resolves employee disputes and issues. Act as an escalation point for complaints or questions.
- Continuously review and refine call center processes, leveraging feedback from staff and customers, to identify areas for improvement.
- Initiate and lead projects that streamline workflows, introduce new technologies, and enhance the efficiency and effectiveness of HR service delivery.
- Develop and manage metrics, reports, and dashboards to monitor key performance indicators such as call volume, response time, issue resolution rates, and customer satisfaction.
- Serve as a liaison between the call center, HR business partners, IT, and other departments.
Requirements
- Bachelor's Degree in Business or related field and Six years supervisory or management experience in a related setting OR Master’s Degree and five years of experience
- Proficient in general word processing and spreadsheet skills
- Proficient in use of HR systems and call center technology tools
- Strong customer service and call center operations experience
- Ability to manage remote teams and high-volume environments
Benefits
- We know that fully supporting our caregivers is what creates the best outcomes for our patients.
- Our outstanding, comprehensive offerings are an investment in your health, well-being and future.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
HR policiesbenefits administrationpayroll managementleave managementperformance evaluationresource allocationmetrics developmentreportingdashboard creationprocess improvement
Soft Skills
communicationconflict resolutionteam leadershipmentoringcustomer serviceorganizational changeproblem-solvingfeedback deliverytalent developmentcollaboration