Associate Director Support Service CTR

Position Summary:

• Leads and directly supervises tiered teams of support specialists responsible for resolving advanced HR and payroll inquiries, overseeing the daily workflow of the department.
• Provides overall prioritization of work assignments and management of teams' resources and their activities including succession planning.
• Serves as the initial escalation point for unresolved or sensitive issues before routing to Tier 3 teams.

• Resolves complex HR, Payroll, and Finance inquiries including but not limited to time & labor, position management, absence management, and process workflows.
• Delivers support via multiple channels including live agent platforms, cases, and email, ensuring efficient, courteous, and accurate service.
• Ensures high-quality, timely resolutions and maintains documentation of case trends to reduce repeat inquiries.

• Develops and refines escalation protocols, collaborating closely with all tier support teams and technical support teams.
• Leads joint initiatives with the internal Service Center Managers to streamline processes, reduce handoffs, and improve agent efficiency.
• Contributes to the development and maintenance of knowledge articles, job aids, and training content based on recurring issues.
• Fosters and maintains positive relationships with UHR Colleagues, HR constituents and customer base; serves as an interface between internal/external customers and functional team members to ensure effective definition of and delivery of Service Center services and support.

• Maintains awareness of plans for HR system updates, implementation and the potential impact of those plans on current and future functionality of the HR system, processes and procedures.
• Tracks and analyzes case metrics, resolution times, and escalation patterns.
• Identifies training needs and systemic issues that contribute to case volume and recommend improvement strategies.
• Presents insights and recommendations to senior leadership through reports and dashboards to highlight team performance and inform operational decisions.
• Enhances users' experience with AI-enabled tools, ensuring intuitive and efficient interactions that drive user satisfaction and productivity.
• Reviews service center dashboards and reporting metrics to drive data-informed decision making and ensure KPIs and SLAs are met.

• Partners with UHR leadership, systems support teams, and data analysts to align system functionality with HR operational goals and user needs.

Minimum Education and Experience:

• Bachelor's degree in Business Administration, Human Resources, Analytics, Information Systems or a closely related field.
• 6+ years of experience in a customer service or shared services environment, preferably in HR or payroll, including at least 3 years of experience with data management and reporting, including translating data and compiling operational metrics.

City: New Brunswick

State: NJ

Equipment Utilized:

• Computer/laptop, MS Outlook, PeopleSoft, Oracle HCM Cloud, ServiceNow, Microsoft Office Applications, MS Teams and Zoom.

Salary: $108,670-$137,547

Posting Number: 26ST0859