Admin Supv, HR Service Center - Tampa, FL

Quest Diagnostics empowers people to take action to improve health outcomes. Derived from the world's largest database of clinical lab results, our diagnostic insights reveal new avenues to identify and treat disease, inspire healthy behaviors and improve health care management.

At Quest Diagnostics Incorporated, we understand urgency. But more than speed, we focus our energies on accuracy. Currently, we seek a Administration Supervisor HR Service Center - Tampa, FL.

Supervises and coordinates all aspects of service center operations related to assigned service center representatives and manages/monitors case management system. Supervises, monitors, motivates, trains, coaches and manages performance of staff. Implements and reviews service center processes, policies, and standard operating procedures to improve transactional efficiencies and ensure optimal service levels. Facilitates resolution of escalated calls and handles more complex interactions.

• Directs daily operations of the department, including monitoring of case management system
• Directs and monitors workflow and department performance to meet Service Level Agreements and attain department objectives and metrics
• Provides escalation support to Tier 1 service center representatives, and resolves/determines appropriate action for complex escalated issues that require independent judgment and problem solving
• Interviews, selects, schedules, trains, coaches, develops and manages performance of assigned service center staff
• Contributes to the modification of existing and/or development of new procedures and processes
• Documents processes and information to expand the HRSC knowledgebase
• Directs the preparation and maintenance of records, reports and metrics/data related to service center activities and functions
• Manages service center scheduling and contingency planning for anticipated volume, planned events, scheduled and unscheduled absences
• Performs call monitoring for quality, audit and coaching purposes
• Ensures compliance with all federal and state regulations
• Maintains privacy and confidentiality of information, protects the assets of the Company, reports non-compliance and adheres to all applicable federal, state and local laws and regulations, and Company policies and procedures
• Effectively communicates to peers, managers, employees and other staff to enable consistent and timely flow of information
• Performs other duties and special projects as assigned

Supervision Exercised:

• Directly supervises a staff of approximately 15 employees, which may include HR Service Center Representatives I and II and support staff, levels 28 to 30. Based on service center staffing hours, may indirectly supervise additional staff to provide coverage.

Education Preferred:

• High School Diploma required
• BA/BS Degree in human resources or a related field highly preferred

Work Experience:

• 3 - 5 years of experience in human resources administration and/or a call center environment required
• 2 - 3 years of experience in a leadership or supervisory role

Other:

• Demonstrated knowledge of human resources policies, programs and processes
• Ability to make independent decisions regarding moderate to complex problems
• Ability to prioritize, problem solve and apply critical thinking skills
• Apply advanced policy interpretation to help develop solutions or determine appropriate escalation level
• Demonstrated experience in consistently driving achievement of quality and productivity standards
• Demonstrated ability to provide coaching and training in a collaborative manner
• Ability to effectively interact with a diverse population at all levels within the organization
• Advanced interpersonal, verbal and written communication skills
• Excellent attention to detail, problem solving, organization and prioritization skills
• Ability to maintain composure in stressful situations
• Ability to drive adherence to established call center metrics, including Call Volume, Average Handle Time, Wrap, Schedule Adherence and attendance and punctuality (TBD)
• Experience with HR systems, such as HRIS, Applicant Tracking and HR Reporting (such as Business Objects)
• Proficiency in Microsoft Office products (Excel, Word, Powerpoint)
• Ability to read, write and speak the English language, communicating clearly and effectively with callers
• Bilingual (English/Spanish) speaking and writing skills a plus

Key Competencies

• Customer Focus
• Interpersonal Savvy
• Building Effective Teams
• Process management
• Motivating Others
• Decision Quality
• Conflict Management
• Comfort Around Higher Management
• Directing Others
• Developing Director Reports & Others